IT Call Center Agent

About the role

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.

Responsibilities

• Work closely with other IT department personnel to aid on tasks that are outside the scope of their knowledge or expertise.
• 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.
• Perform root cause analysis.
• Develop checklists for typical problems.
• Recommend procedures and controls for problem prevention.
• Support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.
• This is not a remote position.

Skills

• Excellent problem solving skills to diagnose, evaluate and resolve complex problem situations.
• Ability to escalate or route issues to appropriate IT staff members when appropriate.