IT Call Center Agent

About the role

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

Responsibilities

• Provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals.
• Respond to, document, and resolve service tickets in a timely manner according to SLA.
• Diagnose, evaluate, and resolve complex problem situations, or escalate/route them to appropriate IT staff members when necessary.
• Perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention.
• Support multiple platforms, including desktops, laptops, mobile devices, and videoconferencing equipment.

Requirements

• Excellent problem-solving skills.

This is not a remote position.