Provide day to day customer support to end users accessing the network, standard software and standard devices. Follow the direction of and assist Senior Help Desk Support Analysts with the day to day operations of the ISD Help Desk and customer support activities. Possess the ability to use ACD call system, call recording software, resources for end user request resolution, and to follow appropriate escalation procedures. May be required to work shifts during the ISD Help Desk 7/24 coverage, including weekends and holidays.
Ability to use the ISD Help Desk phone system, including the ACD. Ability to communicate clearly over the phone to end users.
Attend all ISD Help Desk meetings, as required.
Business Partnership - Assist in the definition of business requirements and the identification of technology solutions. Assist in the definition of business requests for feasibility review, including initial cost/benefit analysis. Aid in prioritization of IT service requests.
Highly motivated to apply process improvement (CMMI) to increase product and service quality to achieve business objectives.
Maintain a working knowledge of computer technology, network systems, and standard software and acts as a resource of technical information to the end user community. Attend training, as assigned.
Monitor system wide difficulties and works with the ISD Help Desk staff and other support staff, in providing timely notification of problem occurrence, updates, and resolution, to appropriate groups, as required.
Problem Resolution - Advise IT users on how to resolve technology problems. Solutions frequently require independent judgment to apply IT professional knowledge, concepts, principles. Independent judgment to make appropriate application of professional concepts, principles, and knowledge. Creative use of the problem resolution system. Use multiple and diverse professional resources and references.
Project Management Skills - Plan and manage own work effort. Document and communicate issues associated with own work. Apprise project manager of status, schedule variances, and outstanding issues. Balance quality of work with deadlines and budget. Suggest ways to better accomplish assigned tasks. Manage workload to meet project timelines. Control project costs and communicates any project-related expenses to project manager.
Provide Level 1 support services for end user requests, including troubleshooting activities and advocacy for the end user. Escalate end user requests to the appropriate support group, as necessary.
Provide service to ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
Provide support as required by ISD's Disaster Recovery Plan.
Record end user requests in the Incident Tracking System. Follow ISD Help Desk procedures for recording and managing requests in the Incident Tracking System.
Four-year academic degree includes courses in computer programming, systems analysis, system development, or systems engineering OR has acquired Core IT skills and knowledge via practical experience.
Master the essential knowledge base for an IT professional. Master the essential IT principles and analytical rules that guide their application in practical situations.
Ability to perform basic/standard IT procedures and protocols. Rely on buddy system/coach to demonstrate applied skills and to guide non-routine actions.
Meet IT Career Level Criteria for Individual/Team Contributors outlined in the Universal Criteria Leveling Guide.
Additionally, this position may be required to maintain a stand by status as part of a rotation within the team. This requires 24 hours per day, 7 days per week availability during the stand by period. The frequency varies based upon the number of colleagues in the rotation.
All Lines Technology is a leading provider of enterprise technology solutions and services, with proven expertise enabling organizations to overcome obstacles and achieve excellent business results.
All Lines Technology is a woman owned solutions provider that delivers cost effective, industry standard IT solutions to our customers. We strive to be a Professional Business Partner and Trusted Ad...visor with each of our clients. In doing so, we help companies streamline and improve the way they buy, implement, and manage their technology infrastructures that support their mission critical business applications. These scalable solutions deliver benefits to companies from start up to Fortune 500.
All Lines Technology specializes in industry standard solutions for Enterprise Infrastructure, Microsoft Collaboration and Productivity Solutions, MSP/Cloud Solutions, IT Staffing, IT Consulting, and 24/7/365 Help Desk. As a value-added solutions provider, we partner with only best-of breed industry leaders that meet the business needs of our clients. We use our expertise to deliver streamlined solutions customized to the unique needs of your business, and strive to be your true trusted advisor. By leveraging cutting edge technology deployment and management solutions from industry leaders, we ensure you receive the technology solutions you require, delivered with the highest level of service.
Our corporate headquarters is located in Warrendale, PA which includes a state of the art datacenter showcasing some of the latest technology hardware and software solutions for our customers as well as a Tier 3 datacenter for our cloud based services. We utilize these for live demos, proof of concepts, and application testing. In addition, we also have a 20,000 square foot warehouse, staging & integration center that we use for client management/imaging and warehousing. We have a secondary location in Cranberry Township, PA where our 24/7/365 Help Desk and network operations center resides.