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IT Help Desk Analyst I
2 weeks ago
Responsibilities:
- Provides first level support to internal customers for IT related services supported by the Afni IT Department, properly documents incident into the support system, uses a knowledgebase and attempts to resolve (PC, LAN, Network, and Voice) before referral to second level analyst; interacts with clients regarding incidents affecting or resulting from client applications; ensures all department SLAs are met with incidents.
- Tracks open tickets, identifies missing knowledge articles during calls/ticket processing and initiates creation; updates the customer on the progress until resolution is reached; closes incidents and requests in support system upon resolution.
- Monitors and analyzes the status of the AFNI infrastructure and systems and reports issues to management; Evaluates and notify appropriate personnel and document outages as they occur.
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