Position Purpose:

 The Help Desk Analyst is the first point of contact for technology incidents and service requests submitted by Afni personnel. Under general supervision, provides Tier 1 phone an email support to end-users for employee access, password resets, desktop computers, server, custom applications, and hardware. The incumbent may interact with network and server services, software systems engineering and/or applications development to restore service and/or identify and correct core problems. The incumbent also attends staff meetings, participates in miscellaneous projects, assists with knowledge capturing, basic monitoring of Afni's technical environment and complies with Outage processes when required.

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; Evaluate and notify appropriate personnel and document outages as they occur.

Requirements

  • 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).

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Paid Time Off
Paid Time Off
Full-time Schedules
Full-time Schedules
Fun Events
Fun Events
Referral Bonus
Referral Bonus

Getting Hired

Ready to get started? Here's how to apply and what to expect next. 

1.

Start your application online by filling out our easy form (literally easy - it takes less than a minute if you type fast). Then, schedule a time to come in and meet us

2.

Stop by and make your application official. Whether you make an appointment or just drop in, we’re open Monday-Friday 9 a.m. to 7 p.m. 

3.

Meet our team and we'll discover together if you and Afni are a perfect fit.