Service desk specialist job

Primary location: Lancaster, Pennsylvania

Relocation offered: No

Employment status: Full-Time

Travel: <10%

Non-compete: No

Pay grade:

The salary range for this role is $56,000 - $59,000.

As a Level I Service Experience Specialist, you will help ensure a seamless technology experience for end users by providing responsive support and resolving technical issues that impact daily business operations. Reporting to the Manager of Service Experience, you will manage incoming support requests, document and track incidents, troubleshoot problems using diagnostic tools, and provide hands-on desktop assistance when needed. You will also collaborate with team members to escalate issues appropriately and support SLA commitments.

What’s In It for You

• Hands-on experience supporting diverse enterprise technologies and business-critical services.
• Growth in technical troubleshooting, customer service, and problem-solving skills.
• Exposure to ITSM best practices, service metrics, and SLA-driven operations.
• Opportunities to build service ownership and decision-making capabilities.
• Collaboration with experienced IT professionals in a dynamic support environment.

What You Will Do

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.

Acquisition & Deployment

• Assist in software releases, rollouts, and communications to end users.

Operational Management

• Provide Service Ownership support for key service areas, serving as primary and/or backup support for full governance of service areas (conference rooms, printers, telephony, AI chat, warehouse functions, etc.). This role requires independent decision-making and ownership of services.
• Field incoming requests to the Service Desk through all available channels, including telephone, chat, self-service, and email, ensuring courteous, timely, and effective resolution of end-user needs.
• Document all pertinent end-user identification information, including name, department, contact information, and nature of the problem or issue, within the ticketing system.
• Perform timely escalations and communications in accordance with established procedures.
• Build rapport with Service Desk customers and gather detailed information regarding reported issues.
• Prioritize and schedule incidents and requests; escalate issues, when required, to the appropriately experienced technician.
• Record, track, and document the Service Desk request and problem-solving process, including successful and unsuccessful decisions and actions taken through final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to assist in problem resolution.
• Identify and learn the software and hardware 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 antivirus software and ensure virus definitions are current.
• Test fixes to ensure problems have been adequately resolved.
• Develop help sheets and FAQ documentation for end users.
• Meet established SLAs to effectively manage end-user expectations.

What Will Make You Successful

• Fluent in English.

Customer Service Skills Exceptional written and oral communication skills and exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Technical Knowledge: Basic understanding of ITSM concepts and ITIL fundamentals and basic knowledge of telephony systems, including phone systems, IVR, and call routing concepts.

Analytical & Documentation Skills: Strong documentation skills, Basic data analysis skills (Excel, reporting tools) and exposure to contact center operations and metrics.

Organization & Attention to Detail: Strong attention to detail and organizational skills.

Qualifications

• Education: Associate's or Bachelor's degree in Information Technology, Business, or a related field, or an equivalent combination of education and experience.
• Experience: 1-3 years of experience in IT support, Service Desk, or contact center operations.
• Skills & Competencies: Good written and verbal communication skills and ability to work effectively in a collaborative team environment.

What Makes You Stand Out

• Certificates, Licenses, Registrations: ex: ITIL Foundation certification, HDI Support Center Analyst certification, ServiceNow Certified System Administrator
• Technical Expertise: Experience with ITSM tools
• Service Desk Software Knowledge: Familiarity with ServiceNow or similar ITSM platforms

AWI is an Equal Opportunity Employer, and all qualified applicants receive consideration for positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.