All Lines/LANtek is seeking a Technical Support Analyst who will be responsible for providing 1st level support and coordination of incident resolution on behalf of the IT department. The Analyst will also conduct field visits to business locations in support of hands-on issues resolution and installation or replacement of equipment.
Troubleshoot and resolve IT issues via phone, email and in-person channels
Ensure all incidents are resolved against service level agreements including logging and tracking of support requests
Report on health of Help Desk and support using ticket-related performance metrics
Partner with IT teams and business to discuss and resolve incidents
Proactively learn and train peers on new products, services and technical solutions within organization
Build and maintain knowledge base for support and incident management
Associates or Bachelor degree in Information Technology or a related field preferred
Basic operating system (desktop/OS), networking and applications experience including familiarity with Microsoft platforms (Windows 7 or higher, Server 2008 or higher, Active Directory, etc.)
Experience using incident and problem management ticketing solutions
Experience with troubleshooting and escalation of incidents including documentation, diagnosing and following first-level-resolution steps
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.