Support Jobs in Lititz, PA

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Help Desk Technician III

Sechan Electronics, Inc. Lititz, PA

Lititz, PA

Today

$60k - $83k/yr Full time Customer Service Customer Support Hardware Support

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Job Description

Sechan Electronics, Inc. is hiring a Help Desk Technician III to lead Helpdesk operations, manage SLA-focused support, and oversee core desktop and infrastructure maintenance onsite in Lititz, PA.

Responsibilities

Serve as the primary “quarterback” for Helpdesk operations: track open items, determine why tickets remain open, confirm customer outreach, and ensure appropriate ticket notes
Maintain SLA performance by monitoring whether tickets are meeting required timelines and following established Helpdesk workflows
Ensure the Helpdesk system is operating effectively, including problem category/subcategory structure, ticket lifecycle (portal, email, phone), and ticket closure standards
Use reporting to identify ticket volume trends and problem areas based on what matters in ticket counts
Monitor Helpdesk team activity to confirm team members are pulling and working tickets rather than getting stuck
Resolve customer issues efficiently while keeping the customer and leadership updated as needed
Help create and maintain Helpdesk policy to support smooth day-to-day operations
Follow up with customers to confirm the service standard is met and the customer is satisfied
Maintain complete, accurate asset inventory for Sechan
Prioritize and participate in upgrade and replacement efforts for Windows PC’s
Keep deployed equipment under control and up to date, including OS, BIOS, Drivers, and Applications
Recommend appropriate desktop, laptop, docking station, monitor, and printer configurations
Ensure strict change management process and procedures are followed, including documenting movement from point A to point B
Ensure compliance with software license requirements
Perform other duties as assigned to support the organization’s vision, mission, and values

Requirements

Excellent customer service skills with clear communication; positive attitude and a passion for technology
Detail-oriented approach with ability to read and follow policy and procedure
Ability to work independently with minimal supervision once tasks are assigned (self-starter)
Ability to lift, carry, and install computers, monitors, and related equipment
Strong understanding of how a fully functional, customer-driven Helpdesk operates and how to evolve an organization to that standard
Understanding of update deployment mechanisms such as WSUS and PDQ
Knowledge of the concept of Golden images
Fundamentals of networking including TCP/IP and DNS
Connectivity fundamentals including hardwired vs. wireless
Demonstrated deep troubleshooting skills across hardware, software, and basic networking
Bachelor’s Degree (preferred) in computer/technology related field
5+ years of Helpdesk experience, with 2+ years serving as a Helpdesk leader
CompTIA Certification (A+/Network+)
Extensive experience with Windows installation, troubleshooting, and imaging (Windows 7 and above)

Technologies

WSUS, PDQ
Windows PC’s, Windows 7, Windows
Golden images
TCP/IP, DNS
Hardwired vs. wireless
A+, Network+

Work Environment

Office and manufacturing floor
Physical requirements: ability to work up to 9 hours/day including sit, stand, walk, stoop, kneel, and crouch
Lifting requirement: ability to lift up to 50 lbs
Schedule: 8:00 AM – 5:30 PM Monday to Thursday; Friday 7:30 AM – 4:00 PM with additional hours as needed to meet demand
Rotational weekend on-call with other Helpdesk staff required
9/80 work schedule
Office located in Lititz, PA, with occasional visits to the Lancaster facility

Location: Lititz, PA (onsite). Salary: USD 60,000 - 83,000 per year.

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