IT Call Center Agent (Help Desk Technician)
About The Position
AMAZING INDIVIDUALS WORKING FOR POSITIVE PEOPLE at AIDS Healthcare Foundation! Does the idea of doing something that really makes a difference in people’s lives while being well-compensated intrigue you? Are you looking to work for an organization that encourages growth and success from each and every one of its employees? If so, AIDS Healthcare Foundation is the place for you! Founded in 1987, AIDS Healthcare Foundation is the largest specialized provider of HIV/AIDS medical care in the nation. Our mission is to provide cutting edge medicine and advocacy, regardless of ability to pay. Through our healthcare centers, pharmacies, health plan, research and other activities, AHF provides access to the latest HIV treatments for all who need them. AHF’s core values are: Patient-Centered Value Employees Respect for Diversity Nimble Fight for What’s Right Please review our Advocacy page for the latest news on how AHF is Fighting for What’s Right! Advocacy News. YOUR CONTRIBUTION TO OUR SUCCESS! 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. This is not a remote position. AHF Commitment We at AIDS Healthcare Foundation believe that each individual is entitled to equal employment opportunities without regard to race, color, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status or disability. The right of equal employment opportunity extends to recruiting, hiring selection, transfer, promotion, training and all other conditions of employment. AHF will consider qualified applicants with criminal histories in a manner consistent with the requirements of the ordinance.
Requirements
- Excellent problem solving skills
Responsibilities
- Responding to user inquiries
- Assess problems and issues with IT equipment and applications
- Help resolve issues for end users
- 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
- Responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA
- Diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
