IT Support Analyst

All Lines Technology; Butler (Butler County); Hybrid; USD 42,000 - 62,000; Full time

Job summary

All Lines Technology Inc. is seeking a Help Desk Engineer to provide operational day-to-day support for users across phone, remote, and in-person channels.

The role requires solid knowledge of Windows operating systems and a customer-focused mindset to ensure quick, accurate assistance. You will take ownership of interactions, log all activity, and deliver timely feedback to customers while communicating clear resolutions at both technical and business levels.

Qualifications

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

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

Skills

Customer service

Users focus

Communication skills

Problem solving

Education

Bachelor’s degree or technical training in Computer Science or Information Systems

Tools

ServiceNow

Microsoft Intune

Active Directory

Office 365

Windows 10

Job description

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