Help Desk Analyst 1.1

The Help Desk Analyst 1.1 role at All Lines Technology Inc focuses on first-level IT support and incident resolution across multiple clients. This position provides coverage through a 24x7x365 help desk, handling alerts, performing remediation steps, and escalating issues when required, while maintaining accurate documentation and a steady focus on service improvement.

Key Responsibilities

• Provide remote escalated service and remediation support to clients by telephone, email, and remote control, aligned with applicable SLAs.
• Follow prescribed procedures to restore users to work as quickly as possible.
• Work toward individual and team targets related to speed of answer, and timely response to alerts and emails.
• Support end users across multiple industries and software environments to resolve technical issues.
• Perform technical support for devices, PCs, and Macs.
• Diagnose incidents promptly and determine when escalation to a higher support tier is appropriate.
• Log and manage tickets in the FieldPoint ticketing system.
• Use a knowledgebase to apply consistent fixes according to designated procedures and to capture new knowledge.
• Communicate with end users via telephone and email.
• Monitor and respond appropriately to operational alerts.
• Demonstrate effective oral and written communication capability.
• Maintain excellent customer relations and interpersonal skills, including a personable and dependable approach.
• Document and report on assigned tasks accurately.
• Maintain a positive, service-oriented attitude.
• Complete shift work, including evenings, weekends, and holidays as required.
• Participate in ongoing learning and training.

Requirements

• Flexibility to work a rotating shift schedule based on business need across a 24x7x365 operation.
• Ability to troubleshoot and diagnose PC hardware and software problems, including equipment issues such as cables, terminals, and keyboards, with strong mechanical and electrical ability.
• Ability to identify the source of equipment malfunctions.
• Ability to communicate with technical and non-technical personnel, follow oral and written instructions, and read and interpret documents such as operating, maintenance instructions, and procedure manuals.
• Professional correspondence with users via phone and email.
• Strong logical and analytical thinking, with good judgment for decision-making.
• Consistent adherence to documented procedures for incident resolution.

Tools and Technologies

• FieldPoint

Location

Cranberry Township, PA (onsite)