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Help Desk (HD) Support Analyst

Louisville, KY, USA Req #2
Tuesday, December 19, 2023

Aline is seeking a Help Desk Support Analyst to join our dynamic team. In this role, you will be the first point of contact for our users, helping them resolve software related issues via phone calls, emails, and ticketed requests. 


The following essential functions are the fundamental job duties of the position to be completed with or without appropriate reasonable accommodation.

  • Provide first level technical support relating to client issues with proprietary software. 
  • Provide basic technical support at the network level: connectivity, routers, firewalls, security. 
  • Provide basic remote access solution implementation and support. 
  • Monitor device connectivity, resolve issues, engage clients for assistance as necessary. 
  • Perform hands-on fixes including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes (when necessary) to ensure problem has been resolved. 
  • Escalate problems (when necessary) to the appropriate experienced Technical Support Analyst. 
  • Record, track, and document any problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution. 
  • Document all pertinent client information in ticketing system. 
  • Apply diagnostic utilities to aid in troubleshooting. 
  • Access software update information, knowledge base and additional resources to aid in problem resolution.
  • Learn proprietary software and hardware used and supported by this organization.
  • Communicate with customers as required via phone and remote access, providing progress and resolution updates, notification of impending changes, etc.  
  • May perform other duties as needed and/or assigned.
  • Able to communicate effective, both verbally and in writing. 


  • Able to plan, organize, prioritize, and process work to ensure that deadlines are met; organize and manage assignments and priorities. 


  • Demonstrate effective working relationships with those encountered during the course of the day. 

  • High school diploma or equivalent.
  • 0-3 years of related experience. 
  • Ability to communicate technical information to a wide variety of users. 
  • Understanding of principles and practices of customer service.
  • Ability to read, comprehend, and retain technical information on computer products and systems. 
  • Available to work scheduled shifts as required by the needs of the Company. Mandatory on call from Midnight to 5:30am.
  • Must have computer and internet access at home for mandatory on-call.

Aline offers competitive compensation and benefits packages, professional development opportunities, and a vibrant work environment where innovation and collaboration are encouraged.

Other details

  • Pay Type Hourly
  • Hiring Rate $19.00
  • Travel Required No
Location on Google Maps
  • Louisville, KY, USA