IT Help Desk Agent: Frontline Tech Support & Troubleshooting

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

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.