IT Call Center Agent

AIDS Healthcare Foundation; Los Angeles (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

AIDS Healthcare Foundation is seeking a Help Desk Analyst to provide frontline IT support for hardware, software, and peripherals, helping end users resolve issues efficiently on campus in Los Angeles.

You will respond to inquiries, document service tickets, adhere to SLA timelines, and perform root-cause analysis to prevent recurrent problems. The role covers desktops, laptops, mobile devices, and videoconferencing equipment in a demanding, on-site environment.

Qualifications

• Front-line IT support for hardware, software, and peripherals.
• Respond to, document, and resolve service tickets within SLA.
• Perform root cause analysis and develop preventive checklists.
• Support desktops, laptops, mobile devices, and videoconferencing equipment.

Responsibilities

• Respond to user inquiries and assess problems with IT equipment.
• Provide frontline technical support and resolve end-user issues.
• Escalate complex issues to appropriate IT staff when needed.
• Document resolutions and maintain tickets.

Skills

Customer support

Troubleshooting

Problem solving

Ticketing systems

SLA adherence

Communication

Job description

The Help Desk analyst contributes to AHF’s mission by responding to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for end users. The analysts will work closely with other IT department personnel to aid on tasks that are outside the scope of their knowledge or expertise.

The analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The analyst must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, elevate or route them to appropriate IT staff members.

The analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.

• This is not a remote position.**