Summary: The analyst will perform first level IT support, incident resolution. The analyst is responsible for getting users back to work quickly, or escalating to a higher tier of support for appropriate remediation. Duties are focused on efficiency, effectiveness, capturing/reusing knowledge, and following prescribed procedures methodically. Excellent customer care and a team mentality are essential to success in this position. The analyst will work with end users through email and telephone, and work within our ticketing system to understand and record incidents. The analyst will perform NOC duties including observing and handling alerts. The successful analyst will maintain focus on continual service improvement, career development, and learning.
Duties Include: • Follow prescribed procedures to quickly return users to work. • Establishing remote connectivity to end user machines and performing remediation for end users. • Working to maintain individual and team goals for speed of answer, response to alerts and emails. • Working within many different industries and software to resolve technical issues for end users. • Performing technical support for devices, PCs and Macs. • Quickly and appropriately diagnose when an incident should be escalated to a higher tier of support. • Logging tickets in our FieldPoint ticketing system. • Communicate with end users via telephone and email. • Monitor and respond appropriately to alerts. • Communicate effectively via oral and written capability. • Excellent customer relations and interpersonal skills. • Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge. • Maintaining a positive, service-oriented attitude. • Ongoing learning and training. ? Qualifications: • Ability to troubleshoot and diagnose PC Hardware/Software problems and problems with equipment (e.g., cables, terminals, keyboards, etc.) and possess good mechanical/electrical ability. Able to identify source of equipment malfunctions. • Ability to communicate orally with technical and non-technical personnel; able to follow oral and written instructions; and possess the ability to read and interpret documents such as operating, maintenance instructions, and procedure manuals. Ability to correspond professionally with users via phone and email. • Must be able to think logically and analytically and make decisions based on good judgment. • Must be able to consistently follow documented procedures for incident resolution. • CompTIA, Microsoft certifications, previous experience in the industry, or college degree in IT preferred.
Education/Experience: • High School or GED diploma. • CompTIA, Microsoft certifications, previous experience in the industry, or college degree in IT preferred. • Flexibility to work a rotating shift schedule based on business need across our 24x7x365 operation. • Experience working as a customer service representative or help desk analyst is a plus. • Experience working for a Managed Service Provider (MSP) is a plus. • A+ and Network+, or the ability to acquire both within 1 year of employment. • Previous experience with N-Able, PRTG and/or other RMM solutions is a plus.
Internal Number: ALT5097
About All Lines Technology
All Lines Technology is a leading provider of enterprise technology solutions and services, with proven expertise enabling organizations to overcome obstacles and achieve excellent business results.
All Lines Technology is a woman owned solutions provider that delivers cost effective, industry standard IT solutions to our customers. We strive to be a Professional Business Partner and Trusted Advisor with each of our clients. In doing so, we help companies streamline and improve the way they buy, implement, and manage their technology infrastructures that support their mission critical business applications. These scalable solutions deliver benefits to companies from start up to Fortune 500.
All Lines Technology specializes in industry standard solutions for Enterprise Infrastructure, Microsoft Collaboration and Productivity Solutions, MSP/Cloud Solutions, IT Staffing, IT Consulting, and 24/7/365 Help Desk. As a value-added solutions provider, we partner with only best-of breed industry leaders that meet the business needs of our clients. We use our expertise to deliver streamlined solutions customized to the unique needs of your business, and strive to be your true trusted ad...visor. By leveraging cutting edge technology deployment and management solutions from industry leaders, we ensure you receive the technology solutions you require, delivered with the highest level of service.
Our corporate headquarters is located in Warrendale, PA which includes a state of the art datacenter showcasing some of the latest technology hardware and software solutions for our customers as well as a Tier 3 datacenter for our cloud based services. We utilize these for live demos, proof of concepts, and application testing. In addition, we also have a 20,000 square foot warehouse, staging & integration center that we use for client management/imaging and warehousing. We have a secondary location in Cranberry Township, PA where our 24/7/365 Help Desk and network operations center resides.