All Lines/LANtek is seeking an Associate Help Desk Analyst. You will provide day to day customer support to end users accessing the network, standard software and standard devices. You will follow the direction of and assist senior Help Desk Support Analysts with the day to day operations of the Help Desk and customer support activities. Possess the ability to use automatic call distributor call system, call recording software, resources for end user request resolution, and to follow appropriate escalation procedures.
Ability to use the Help Desk phone system. Ability to communicate clearly over the phone to end users.
Attend all Help Desk meetings, as required.
Business Partnership - Assist in the definition of business requirements and the identification of technology solutions. Assist in the definition of business requests for feasibility review, including initial cost/benefit analysis. Aid in prioritization of IT service requests.
Highly motivated to apply process improvement to increase product and service quality to achieve business objectives.
Maintain a working knowledge of computer technology, network systems, and standard software and acts as a resource of technical information to the end user community. Attend training, as assigned.
Monitor system wide difficulties and works with the Help Desk staff and other support staff, in providing timely notification of problem occurrence, updates, and resolution, to appropriate groups, as required.
Problem Resolution - Advise IT users on how to resolve technology problems. Solutions frequently require independent judgment to apply IT professional knowledge, concepts, principles. Independent judgment to make appropriate application of professional concepts, principles, and knowledge. Creative use of the problem resolution system. Use multiple and diverse professional resources and references.
Project Management Skills - Plan and manage own work effort. Document and communicate issues associated with own work. Apprise project manager of status, schedule variances, and outstanding issues. Balance quality of work with deadlines and budget. Suggest ways to better accomplish assigned tasks. Manage workload to meet project timelines. Control project costs and communicates any project-related expenses to project manager.
Provide Level 1 support services for end user requests, including troubleshooting activities and advocacy for the end user. Escalate end user requests to the appropriate support group, as necessary.
Provide service to ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
Provide support as required by ISD's Disaster Recovery Plan.
Record end user requests in the Incident Tracking System. Follow Help Desk procedures for recording and managing requests in the Incident Tracking System.
Four-year academic degree includes courses in computer programming, systems analysis, system development, or systems engineering OR has acquired Core IT skills and knowledge via practical experience.
Master the essential knowledge base for an IT professional.
Master the essential IT principles and analytical rules that guide their application in practical situations.
Ability to perform basic/standard IT procedures and protocols.
Rely on buddy system/coach to demonstrate applied skills and to guide non-routine actions.
All Lines/LANtek specializes in industry standard solutions for virtualization, storage, servers, networking, backup and disaster recovery, IT staffing, Microsoft Office 365, SharePoint, 24 x 7 helpdesk, and cloud/managed services. As a value-added solutions provider, we partner with only best-of breed industry leaders that meet the business needs of our clients.
All Lines/LANtek is focused on... recruiting and retaining top talent at every level. We seek out industry leaders who will deliver value and support to our growing customer base. We are constantly searching for energetic, ethical, intelligent, and motivated individuals to join our team. All Lines/LANtek is an equal opportunity employer, and we pride ourselves on creating an environment that is safe, healthy, and productive with many opportunities for training and professional growth.