IT Call Center Agent

AIDS Healthcare Foundation; Los Angeles (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

AIDS Healthcare Foundation is seeking a Help Desk analyst to respond to user inquiries, diagnose problems with IT equipment and applications, and help end users resolve issues. The analyst will provide front-line technical support for hardware, software and peripherals and will document and resolve service tickets in a timely manner according to SLA.

The role also involves root cause analysis, developing checklists for typical problems and recommending procedures to prevent future incidents.

Qualifications

• Provides frontline technical support for end users including hardware, software and peripherals.
• Performs root cause analysis and creates checklists to prevent recurring issues.
• Escalates to appropriate IT staff when needed and ensures timely ticket resolution.

Responsibilities

• Respond to user inquiries and diagnose problems with IT equipment and applications.
• Document and resolve service tickets in a timely manner per SLA.
• Support desktops, laptops, mobile devices, and videoconferencing equipment; collaborate with IT staff.

Skills

Customer support

Problem solving

Communication

Ticketing systems

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, escape 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.**