All Lines Technology has an immediate opening for a Service Analyst Associate I! Individuals in this job position perform at the intermediate level within this job family. The IT Service Analyst I (ISAI), located in Cranberry Township, PA, provides support to end users and IT systems on a variety of issues.

Key Responsibilities

• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Performs pro-active monitoring of computer systems through appropriate tools.
• Documents, tracks, and monitors problems to ensure timely resolutions.
• Works directly with customers on resolving problems that typically take greater time and experience to resolve.
• Participates in various projects to monitor and improve responsiveness to customer.
• Plans and monitors goals.
• Incumbents are service matter experts and promote instructions from pre-established guidelines to resolve issues.

Minimum Required Qualifications

• Bilingual language skills (French) required.

• A 4-year degree in Information Technology, or related discipline

• 1-3 years technical support experience in a computer-related area

• Knowledge of commonly used concepts, practices, and procedures in the related field

• Working knowledge of related ITIL standards or best practices

• Intermediate knowledge of infrastructure support components

o Standard desktop, tools & utilities

o Server operating systems, tools & utilities

o IT networks and voice services

o IT security and Disaster recovery

o Process control and monitoring

o Call Center technologies

Preferred Skills

• 1 year of experience in our Global IT Service Desk function is highly preferred

• Advanced troubleshooting skills

• Successful completion of the IT Entry Logic and Problem Solving Test

• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions

• Strong analytical, communication, problem solving, and organizational skills

• Ability to work without close supervision while ensuring that tasks are done effectively and consistently

• Strong verbal communication skills, including the ability to document operations procedures

• Ability to effectively work independently or in a team environment

• Ability to effectively interact with a diverse user base

• Availability to work rotating shifts and holidays

• Ability to work in an office or retail store environment with sensitivity for safety and physical security