IT Service Desk Analyst I

1/31/2026

The Help Desk Analyst provides Tier 1 support for technology incidents and service requests, documenting incidents and ensuring SLAs are met. They also monitor the technical environment and report issues to management.

Working Hours

40 hours/week

Company Size

10,001+ employees

Language

English

Visa Sponsorship

About The Company

When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers. In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.

About the Role

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 and email support to end-users for employee access, password resets, desktop computers, servers, 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; Evaluates and notify appropriate personnel and document outages as they occur.

Qualifications

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).

Key Skills

Customer ServiceWritten CommunicationInterpersonal SkillsAttention to DetailOrganizational SkillsPrioritizationProblem SolvingTechnical SupportMicrosoft OfficeIncident TrackingKnowledge ManagementMonitoringNetwork SupportServer SupportApplication SupportTicketing Systems