IT Call Center Agent
About The Position
A IT Call Center Agent enhances the reputation of AHF by 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. 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. You will be a passionate advocate for our top initiatives. To be successful as a IT Call Center Agent, it is crucial to ensure that the AHF Core Values and Mission stay top of mind with all that you do. At AHF we are nimble and able to adapt in a dynamic environment to assist in providing the best experience for our clients and workplace for our employees. AHF has a collaborative organizational structure where staff are accountable to multiple leaders. The IT Call Center Agent will work as a part of a close-knit team to 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.
Requirements
- excellent problem solving skills
- A+ Certification required
Nice To Haves
- Network+ Certification
Responsibilities
- 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
- 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
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
