Help Desk Analyst 1.3

The Support Analyst will perform first level IT support, incident resolution for multiple customers supported by our 24x7x365 Help Desk at All Lines Technology. 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 Support Analyst will perform NOC duties including observing and handling alerts as well as work closely with Tier 2. The successful analyst will maintain focus on continual service improvement, career development, and learning.

Core Responsibilities:

• Responsible for providing remote escalated and remediation service and support to our clients, via telephone, email and remote control to address issues as outlined by the applicable SLAs.
• Follow prescribed procedures to quickly return users to work.
• Contribute to improvement of processes and procedures.
• 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 ConnectWise ticketing system.
• Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge.
• Communicate with end users via telephone and email.
• Quickly and appropriately diagnose when an incident should be escalated to a higher tier of support.
• 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.
• Personable, honest & hard-working individual, who can work on a team and independently.
• Must have strong verbal communication skills.
• Communicate effectively via oral and written capability.
• Must be able to accurately document and report on assigned tasks.
• Maintaining a positive, service-oriented attitude.
• Excellent customer relations and interpersonal skills.
• Shift work as well as Evenings/weekends/holiday may be required
• Ongoing learning and training.

Qualifications:

• Flexibility to work a rotating shift schedule based on business need across our 24x7x365 operation.
• 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.
• Ability to work independently and as part of a team, demonstrating leadership and initiative.
• Experience in conducting training sessions and providing continuous coaching to team members.