IT Support Analyst

All Lines Technology is seeking a Help Desk Engineer to provide operational day-to-day support. This person will be supporting users over the phone, remotely and in person. They will need to be knowledgeable with Windows operating systems.

Responsibilities:

• Provide day-to-day operational service and support
• Take ownership of interactions, utilize appropriate follow-through, and log all interactions.
• Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
• Communicate direction/resolution at an appropriate technical and business level for the audience
• Provide assistance and technical support for the resolution of problems, incidents, and issues.
• Document problems and resolutions for future reference

Education/Certifications:

• Bachelor’s degree or technical training in Computer Science, Information Systems Management or equivalent work experience in a relative field

Requirements:

• 1-2 years of experience in computer systems, customer support or IT support
• Experience with Windows 10, Active Directory, Office 365, VPN solutions, mobile devices with Microsoft Intune and remote connection tools (
• Experience with ServiceNow IT Service Management System a plus
• 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.

Skills:

• Customer service experience
• Focusing on users
• Strong communication skills; both verbal and written
• Strong ability to independently problem solve