IT Call Center Agent

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, escalate 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.