What are the responsibilities and job description for the IT Service Analyst III position at All Lines Technology?
All Lines Technology is seeking an IT Service Analyst III in Cranberry, PA! This role is part of the Service Management track within the IT function. Members of this team provide end-user support and proactively monitor our client’s computer systems using ITIL best practices, including Incident, Problem, and Knowledge-centered support.
Position Responsibilities
Operating at an intermediate level within this job family, the Helpdesk Representative III, supports end users and IT systems across various technical issues.
Responsibilities include:
- Identifying, researching, and resolving technical problems.
- Responding to user requests via phone, email, and other channels.
- Conducting proactive monitoring of our client’s computer systems using specialized tools.
- Documenting, tracking, and managing issues to ensure timely resolutions.
- Providing advanced problem-solving support directly to customers.
- Participating in projects aimed at improving customer responsiveness and service quality.
- Setting and monitoring performance goals.
Minimum Required Qualifications
- Bachelor's degree in Information Technology or a related field.
- 1–3 years of technical support experience in an IT-related role.
- Understanding of commonly used concepts, practices, and procedures in the field.
- Working knowledge of ITIL standards or best practices.
- Intermediate proficiency in infrastructure support, including:- Standard desktop tools and utilities
- Server operating systems and management tools
- IT networks and voice services
- IT security and disaster recovery protocols
- Process control and monitoring systems
- Call center technologies
Position Responsibilities
Operating at an intermediate level within this job family, the Helpdesk Representative III, supports end users and IT systems across various technical issues.
Responsibilities include:
- Identifying, researching, and resolving technical problems.
- Responding to user requests via phone, email, and other channels.
- Conducting proactive monitoring of our client’s computer systems using specialized tools.
- Documenting, tracking, and managing issues to ensure timely resolutions.
- Providing advanced problem-solving support directly to customers.
- Participating in projects aimed at improving customer responsiveness and service quality.
- Setting and monitoring performance goals.
Minimum Required Qualifications
- Bachelor's degree in Information Technology or a related field.
- 1–3 years of technical support experience in an IT-related role.
- Understanding of commonly used concepts, practices, and procedures in the field.
- Working knowledge of ITIL standards or best practices.
- Intermediate proficiency in infrastructure support, including:- Standard desktop tools and utilities
- Server operating systems and management tools
- IT networks and voice services
- IT security and disaster recovery protocols
- Process control and monitoring systems
- Call center technologies
