All Lines Technology is currently searching for a Desktop & Applications Support Analyst in our Pittsburgh location. This role is responsible for technical support and escalation from the level 1 service desk team and will assist with ticket QC and identify trending issues warranting root cause analysis.
Essential Duties & Responsibilities:
- Immediate availability to Level 1 Service Desk agents in support of customer calls. Will join in a call when asked for support by call agents in an effort to achieve Initial Call Resolution.
- Identify and manage technical issues that require escalation to subject matter experts to ensure issues are being addressed.
- Acknowledges all personal and automatic assignments within a timeframe detailed by management.
- Maintain personal open ticket report(s) and has this available at all times for review.
- Ensures all open tickets carrying over to the next business day have a journal entry indicating actions taken, next steps, and timeline for next steps.
- Ensure service levels are achieved.
- Proactively identify trending issues for follow-up via Problem Management.
- Build the knowledge base by identifying needs for new/updated content, including coordination with subject matter experts on content authoring and validation.
- Take a proactive approach to identifying opportunities to contribute to the success of the business and assist in improving the overall customer experience.
- Work on small to medium projects as assigned by supervisor.
- Accounts for active project tasks or customer items in ITSM System.
- Willingness to work overtime or adjust shifts to meet coverage needs on an as-needed basis.
- Cover On-Call responsibilities for nights and weekends on a rotating basis.
- Documentation and Reporting:
- Document all actions taken during the resolution of incidents in the service management system.
- Create and maintain knowledge base articles for recurring issues to assist Level 1 support and end-users.
- Generate reports on incident trends and provide recommendations for improving service delivery.
- Continuous Improvement:
- Identify opportunities for process improvements and contribute to the enhancement of service desk operations.
- Stay updated with the latest industry trends, tools, and best practices related to IT support.
Required Qualifications:
- Associate or Bachelor’s degree in information Technology, Computer Science, or a related field (preferred). Relevant work experience will also be considered.
- Related certifications, a plus (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified Professional).
- Minimum of 3-5 years of experience in a technical support role, with at least 1 year in a Level 2 capacity.
- Strong understanding of IT infrastructure, including Windows/Mac OS, Active Directory, networking concepts, and troubleshooting tools.
- Team Lead experience is helpful, particularly in guiding or mentoring junior technicians.
- Excellent problem-solving, research, and analytical skills.
- Strong communication skills, both written and verbal.
- Ability to work independently and as part of a team, remotely and in-person.
- Familiarity with IT service management (ITSM) tools and ticketing systems (e.g. ServiceNow).
