Service Desk Technician Job

Company: Armstrong World Industries
Location: Lancaster
Posted on: May 15, 2023

Job Description:

Primary location: Lancaster, Pennsylvania
Relocation offered: No
Employment status: Full-Time
Travel: 5%
Non-compete: No

The estimated base salary range for this role is "x to X" per year.
Individual pay is based upon location, skills and expertise, experience and other relevant factors

What does it mean to work at Armstrong?

It means being immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.

By joining us, you'll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time and many more.
Personal development to grow your career with us based on your strengths and interests.
A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results.

The Service Desk Technician is responsible for ensuring proper computer operation so the end user can accomplish business tasks. This includes, but is not limited to, receiving, prioritization, documentation, and actively resolving end user help requests and escalating incidents to maintain service level agreement (SLA) expectations. This will require in-person and hands-on help at the desktop level.

What's in it for you!

• Entryway into IT and a career at Armstrong World Industries.
• Ability to network across the company and learn from different departments.
• Collaboration and be involved in a friendly team environment.
• Dedicated training and development to help you grow in your role.
• Be a resource on IT projects.
• Professional branding opportunities.
  
  What You'll Be Doing
  
  Strategy & Planning
  
  • Provide a high level of Customer Service in resolving customer issues and/or requests.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Alert management to emerging trends in incidents.
    
    Service Desk Responsibilities
    
    • 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.
    • Document all pertinent end user identification information and keep record of service desk ticket escalation.
    • Build rapport and elicit problem details from service desk customers.
    • Apply diagnostic utilities to aid in troubleshooting.
      
      Software Execution
      
      • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
      • Identify and learn appropriate software and hardware used and supported by the organization.
      • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
      • Install anti-virus software and ensure virus definitions are up to date.
        
        What Will Make You Successful
        
        
        • Concierge level service to customers
        • Fluent in English
        • Excellent verbal and written communication
        • High Energy & Hunger for Knowledge
        • Excellent Attention to Detail
        • Ability to multitask in a fast-paced environment.
        • Good team player with exceptional interpersonal skills
          
          Qualifications
          
          
          • Associates or technical degree with 1+ year of experience in a service desk or customer service environment; Bachelor's degree preferred.
            
            What Makes You Stand Out
            
            
            • Experience within the computer science field
            • Knowledge of software and different technology
              
              Armstrong is committed to engaging a diverse, purpose-driven workforce. As part of our dedication to diversity, AWI is committed to Equal Employment Opportunity and all qualified applicants receive consideration for employment without regard for race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at by email at AWI talent acquisition and let us know the nature of your request and your contact information. Requests for accommodation will be evaluated on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
              
              armstrongceilings.com
              
              Sustainability at Armstrong World Industries (AWI)
              
              AWI Press Room
              
              Perks of Armstrong World Industries:
              
              • Guidance and leadership from industry leaders
              • Professional development opportunities and career pathways
              • Employee Resource Groups
              • Armstrong Employee Match for Charities of your choosing
              • Excellent 401K & Health Benefit Options
              • Adoption Assistance Program
                
                Come and build your future with a growing business, travel to exciting locations, develop into a more valuable IT professional; Apply today!
                
                Why should you join Armstrong World Industries?
                
                Armstrong World Industries (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions in the Americas. With approximately $1B in revenue, AWI has about 2,800 employees and a manufacturing network of fifteen facilities in the US and Canada.
                
                At home, at work, in healthcare facilities, classrooms, stores, or restaurants, we offer interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces.
                
                For more than 150 years, we have built our business on trust and integrity. It set us apart then, and it sets us apart now, along with our ability to collaborate with and innovate for the people we're here to serve - our customers, our shareholders, our communities and our employees.
                
                We are committed to developing new and sustainable ceiling solutions, with design and performance possibilities that make a positive difference in spaces where we live, work, learn, heal and play. It's an exciting, rewarding business to be in, and we're committed to continue to grow and prosper for the benefit of all of our stakeholders. We hope you join us.
                
                Our Sustainability Ambition
                
                "Bringing our Purpose to Life" - lead a transformation in the design and building of spaces fit for today and tomorrow.
                We are committed to:
                
                • Engaging a diverse, purpose-driven workforce;
                • Transforming buildings from structures that shelter into structures that serve and preserve the health and well-being of people and planet;
                • Pursuing sustainable, innovative solutions for spaces where we live, work, learn heal and play;
                • Being a catalyst for change with all of our stakeholders; and
                • Making a positive difference in the environments and communities we impact.
                  
                  About the Location (Hilliard OH)
                  
                  Our Hilliard Plant, one of twelve Armstrong plants in North America, employs 100+ people across multiple shifts who are involved in the manufacturing and shipping of acoustical ceiling tile. The Hilliard plant prides itself in placing high priority on safety, quality and exceeding customer expectations.
                  
                  Located 13 miles west of downtown Columbus, the city of Hilliard is a charming blend of old and new. Leisure strolls through historic Weaver Park, football games at OSU, thriving businesses and chic boutiques and shops are just some of the many ways that Hilliard caters to both ends of the generation spectrum.
                  
                  Armstrong is committed to engaging a diverse, purpose-driven workforce. As part of our dedication to diversity, AWI is committed to Equal Employment Opportunity and all qualified applicants receive consideration for employment without regard for race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at by email at AWI talent acquisition and let us know the nature of your request and your contact information. Requests for accommodation will be evaluated on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
                  
                  Come and build your future with us and apply today!

Keywords: Armstrong World Industries, Lancaster , Service Desk Technician Job, Professions , Lancaster, Pennsylvania