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.
Minimum Job Requirements (Education, Experience, Skills):
• High school diploma and at least one-year relevant experience is required.
• Experience using Microsoft Office products is required. Microsoft Certified Professional, A+ certification, Network + certification is preferred.
• Strong customer service skills.
• Demonstrated strong written, interpersonal and verbal communication skills.
• Demonstrated ability to handle to multiple tasks with attention to detail and meet deadlines simultaneously.
• Strong organizational and prioritization skills.
• Exceptional interpersonal skills (negotiation, team building, positive thinking, can-do attitude and job flexibility).
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