Service Desk Technician Job

Overview

Provide desktop support, troubleshoot issues, and resolve user requests.

Key Responsibilities

• ticketing
• software deployment
• troubleshooting
• customer service
• escalations
• sla management

Tasks

-Evaluate documented resolutions and analyze trends for ways to prevent future problems -Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue in ticket system. -Assist in software releases and roll-outs and communication to the end users -Identify and learn appropriate software and hardware used and supported by the organization. -Alert management to emerging trends in incidents. -Field incoming requests to the Service Desk via all resources (telephone, chat, self-service and e-mail) to ensure courteous, timely and effective resolution of end user needs. -Transforming buildings from structures that shelter into structures that serve and preserve the health and well-being of people and planet; -Perform timely escalations and communications in accordance with procedures -Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. -Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. -Meet SLAs to manage end-user expectations -Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. -Build rapport and elicit problem details from service desk customers. -Apply diagnostic utilities to aid in troubleshooting. -Provide high level of Customer Service in resolving customer issues and/or requests -Develop help sheets and FAQ lists for end users -Install anti-virus software and ensure virus definitions are up-to-date. -Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

Requirements

• bachelor’s degree
• service desk
• computer science
• problem solving
• documentation
• fluent english

What You Bring

-Highly self-motivated and directed. -Fluent English -Ability to conduct research into a wide range of computing issues as required. -1+ year of experience in a service desk or customer service environment -Bachelor’s degree -Exceptional written and oral communication skills. -Exceptional customer service orientation. -Ability to present ideas in user-friendly language. -Keen attention to detail. -Associates or technical degree -Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. -Strong documentation skills. -Ability to absorb and retain information quickly. -Proven analytical and problem-solving abilities. -Experience working in a team-oriented, collaborative environment. -Knowledge of software and different technology -Experience within the computer science field -Ability to effectively prioritize and execute tasks in a high-pressure environment.

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About Armstrong World Industries

-The company designs, engineers and produces ceiling and wall solutions—from mineral fiber panels to glass‑fiber‑reinforced gypsum—for a range of environments. -Its work spans commercial offices, schools, healthcare, and residential renovation projects, often enhancing acoustics, aesthetics and functional design. -Products are grouped across Mineral Fiber and Architectural Specialties segments, highlighting its technical depth in both core and high‑design solutions. -Headquartered in Lancaster, PA, Armstrong also maintains a research lab and a joint venture (WAVE) focused on suspension system innovation. -An intriguing legacy detail: during WWII the company even produced cork sound insulation for submarines and airplane parts, showcasing its diverse manufacturing roots.

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