Service Desk Technician

The Service Desk Technician provides technical support to NESL Coworkers by diagnosing and resolving hardware, software, application, connectivity, and end-user technology issues while delivering a high level of customer service.
Level 1 Technicians provide frontline support, resolve common technical issues, document incidents and service requests, and
** escalate
* * issues requiring additional expertise. Level 2 Technicians remain actively involved in frontline support while handling more advanced technical issues and serving as an escalation resource for Level 1 Technicians. They support specialized business systems, participate in IT projects, and coordinate with the Level 3 Technician on complex troubleshooting, documentation, and technical standards.

• Service Desk Support:
  • Level 1: Serve as a primary point of contact for end users through phone, email, remote support, the ticketing system, and in-person assistance. Log, prioritize, track, and document incidents and service requests; resolve common hardware, software, account, printing, connectivity, and mobile device issues; and
    ** escalate
    * * unresolved or more complex issues to Level 2 with appropriate documentation.
  • Level 2: Participate in frontline Service Desk call and ticket queues while also resolving issues escalated by Level 1 Technicians. Perform advanced troubleshooting; support specialized and business-critical systems such as Apex, Command Concrete, ticket printers, scale PCs, and automation PCs; provide guidance to Level 1; and coordinate complex or recurring issues with the Level 3 Technician, other IT teams, or vendors as appropriate.
• Technical Support:
  • Support Windows operating systems, Microsoft 365, mobile devices, printers, peripherals, desktop hardware, and wired and wireless network connectivity.
  • Configure, deploy, troubleshoot, replace, and maintain end-user technology while following established technical procedures and standards.
  • Level 2: Provide advanced endpoint, application, hardware, and configuration support; assist with software deployments, system upgrades, hardware refreshes, testing, and technology rollouts; and coordinate complex technical solutions with the Level 3 Technician.
• Documentation and Knowledge Management:
  • Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and workarounds, and contribute knowledge and lessons learned to improve Service Desk resources.
  • Identify documentation gaps or outdated information and provide technical input for updates.
  • Level 2: Contribute advanced troubleshooting information, reinforce the use of established procedures with Level 1 Technicians, and coordinate with the Level 3 Technician on documentation development, technical accuracy, and standardization.
• Projects and Continuous Improvement:
  • Level 1: Assist with hardware deployments, upgrades, migrations, inventory activities, and other assigned IT project tasks; participate in training and professional development.
  • Level 2: Participate in upgrades, deployments, migrations, hardware refreshes, and implementations; take ownership of assigned technical tasks or project work streams; provide testing and validation support; share technical knowledge with Level 1 Technicians; and identify opportunities to improve support processes and the end-user experience.

• Maintain professional and effective communication with customers, coworkers, vendors, and other IT teams.
• Attend required meetings, complete assigned training, and participate in the Service Desk on-call rotation as required.
• Travel to NESL locations as necessary, including occasional overnight travel, and perform other duties as assigned.

• Education and Experience:
  • Level 1: High school diploma or…