Help Desk Analyst 1.1

Fire Fighter Sales & Service Co.•Cranberry Township, PA

About The Position

The Help Desk Analyst 1.1 provides first-level IT support and incident resolution for multiple customers through All Lines Technology’s 24x7x365 Help Desk. The analyst works to return users to work quickly or escalate incidents to a higher support tier for remediation. The role emphasizes efficient and effective service, knowledge capture and reuse, and methodical adherence to prescribed procedures. Excellent customer care and a team-oriented approach are essential. The analyst supports end users by telephone and email, records and manages incidents in the FieldPoint ticketing system, and performs Network Operations Center (NOC) duties such as observing and responding to alerts. The role also involves remote support, troubleshooting devices and PCs and Macs, ongoing learning, and a focus on service improvement and career development. Rotating shifts are required based on business needs; evenings, weekends, and holidays may also be required.

Requirements

High school diploma or equivalent.
Flexibility to work a rotating shift schedule based on business needs in a 24x7x365 operation.
Ability to troubleshoot and diagnose PC hardware and software problems and equipment issues, including cables, terminals, and keyboards.
Good mechanical and electrical ability, including the ability to identify the source of equipment malfunctions.
Ability to communicate orally with technical and non-technical personnel and correspond professionally with users by phone and email.
Ability to follow oral and written instructions and read and interpret operating and maintenance instructions and procedure manuals.
Logical and analytical thinking and sound judgment in decision-making.
Ability to consistently follow documented incident-resolution procedures.
Strong verbal communication skills and effective written communication.
Ability to work both independently and as part of a team.
Accurate task documentation and reporting.
Personable, honest, hard-working, and service-oriented approach.
Excellent customer relations and interpersonal skills.

Responsibilities

Provide remote support, escalation, and remediation to clients by telephone, email, and remote control in accordance with applicable service-level agreements.
Follow prescribed procedures to restore users’ ability to work quickly.
Work toward individual and team goals for answer speed and response to alerts and emails.
Resolve technical issues across multiple industries and software environments.
Provide technical support for devices, PCs, and Macs.
Diagnose incidents and determine when they should be escalated to a higher support tier.
Log and document tickets in the FieldPoint ticketing system.
Use the knowledgebase to perform consistent fixes and capture new knowledge.
Communicate with end users by telephone and email.
Monitor and respond appropriately to alerts as part of NOC duties.
Accurately document and report on assigned tasks.
Maintain a positive, service-oriented attitude and excellent customer relations.
Participate in ongoing learning and training.