Dana Johnson Email & Phone Number

Excited to try something new and see where it leads.

Provides technical support to staff contacting the IT Help Desk2. Responds to direct phone calls to IT Service Desk extension3. Resolves all calls and issues from beginning to end within defined Service Level Agreement (SLA).4. Records/documents all service request to follow defined Standard Operation Procedure (SOP) standards.5. Provides basic troubleshooting for all AHC issued computer hardware (escalate request related to image software issues or hardware switch-outs to Hardware Support Team). Document all troubleshooting steps.6. Triage of application or network specific issues to other IT staff only when escalation is necessary due to restricted access (all support calls, simple to complex, small to large are to be handled by the Service Desk).7. Exhibits excellent customer service skills while treating callers with respect, teaching them to help themselves, whenever possible.8. Monitors and tracks frequent calls types as well as frequent callers using AHC’s Service Desk ticketing system.9. Uses client tools to troubleshoot users via remote administration.10. Manages Work Order or User Account Maintenance request for user account creation, access rights and data security within defined Service Level Agreements (SLA).11. Verifies all hardware asset tracking information and updates as necessary.12. Participates in IT team monthly meetings with constructive input.