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All Lines Technology · 1 day ago

Help Desk Analyst

United States

Full-time, Part-time

Remote

New Grad, Entry Level

All Lines Technology is seeking a Help Desk Analyst to provide first level IT support and incident resolution. The analyst will be responsible for quickly resolving user issues, escalating when necessary, and maintaining effective communication with end users through various channels.

Information ServicesInformation Technology

H1B Sponsor Likely

Responsibilities

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 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

Qualification

Troubleshooting PC Hardware/SoftwareCompTIA CertificationMicrosoft CertificationCustomer Service ExperienceN-AblePRTG ExperienceCustomer RelationsAnalytical ThinkingFollowing ProceduresOralInterpersonal SkillsWritten Communication

Required

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

High School or GED diploma

Flexibility to work a rotating shift schedule based on business need across our 24x7x365 operation

A+ and Network+, or the ability to acquire both within 1 year of employment

Preferred

CompTIA, Microsoft certifications, previous experience in the industry, or college degree in IT preferred

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

Previous experience with N-Able, PRTG and/or other RMM solutions is a plus

Company

All Lines Technology

All Lines Technology is a leading provider of enterprise technology solutions and services

Founded in 1988

Cranberry Twp, Pennsylvania, USA

201-500 employees

https://all-lines-tech.com/

H1B Sponsorship

All Lines Technology has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2021 (1)