Technology Help Desk Analyst I

The Technology Help Desk Analyst will be the first point of contact for the end users through phone, email, chat, and/or ticket system. This position is classified as a Tier 1 Technology Help Desk role. The aim is to promptly provide solutions for our end user community as outlined by the department's service level agreements. In some cases, the role-holder will assist in dispatching when the issue or request can only be handled by a Tier 2 or Tier 3 team.
Main responsibilities:
Provide initial assessment, basic to intermediate level troubleshooting, and where possible, provide resolution of inbound issues
Record, track, monitor, and follow-up SLA breaches of incidents and service requests following the defined Incident Management Process
Provide an accurate record of each incident description and resolution
Manage resolution of issues efficiently and professionally manifested by a higher level of customer satisfaction
Identify and report potential Major Incidents an...