IT Help Desk Analyst

All Lines Technology has an opening for an Associate Support Analyst to provide first-level IT solutions for internal departments. The primary focus of the role is delivering an outstanding end-user experience through strong customer service skills paired with robust technical and troubleshooting ability. The primary responsibility will be responding to user inquiries via call and chat, diagnosing the problem, and providing applicable remedies.

Responsibilities:

• Communication - Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day-to-day work and projects.
• Securing Data/Information - Protect the integrity and confidentiality of all data and information through physical and electronic measures.
• Call/Chat Quality Evaluation Acknowledgement/Feedback Application - Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.
• Troubleshooting - Has a fundamental understanding of system support/Knowledge repository and ability to navigate to resolve common customer issues. Consistently document troubleshooting in the ticket.
• System Interruption Response and Handling - Follow the System Interruption Handling process consistently. Communicate with other staff for possible system-wide interruption.
• Meeting Participation - Attend meetings on time, ask questions and apply feedback
• Disaster Recovery Adherence - Understand the basics of Disaster Recovery processes.
• Answering Support Calls/Answer Support Chats - Provide customer service support to any or all customers via calls/chats.
• Ticket Quality - Document and manage end-user requests in the Incident Tracking System. Basic understanding of what demographic information, details related to technical issues to capture to properly route to appropriate team.
• Technical Skills/Problem Solving - Understand the basic technologies. Apply basic problem-solving skills to achieve resolution.

Qualifications:

• Familiarity with modern technology and best support practices through education or practical experience.
• Prior customer service experience required.
• Excellent interpersonal, written and communication skills required.
• Ability to work in a fast-paced environment.

Preferred Qualifications:

• Willingness and flexibility to adapt and adopt rapid technology and process changes
• Effective problem-solving skills that center around research, teamwork, decision making, and emotional intelligence
• Familiarity with applications used in the UPMC environment (Office 365, Cerner, Medipac, Epic, etc.)
• Experience with Cherwell or other IT Service Management systems