About this role
AIDS Healthcare Foundation is hiring an IT Helpdesk Agent to provide front-line technical support to end users across hardware, software, and peripherals. The agent will manage service tickets, document work, resolve issues according to SLA, and escalate when needed.
Key Responsibilities
- Provide front-line primary technical support to end users
- Respond to, document and resolve service tickets according to SLA
- Diagnose, evaluate, and resolve complex hardware/software/peripheral issues
- Perform root cause analysis and develop checklists for typical problems
- Escalate or route issues to appropriate IT staff when needed
Technical Overview
You will troubleshoot and resolve end-user issues spanning desktops, laptops, mobile devices, and videoconferencing equipment, using strong diagnostic skills and root cause analysis. The role emphasizes SLA-compliant ticket documentation and timely resolution, with preventive improvement via checklists, procedures, and controls.
Ideal Candidate
The ideal candidate is an IT helpdesk professional with strong troubleshooting and diagnostic skills, able to resolve issues or escalate them quickly while meeting SLA expectations. They must hold CompTIA A+ and can support desktops, laptops, mobile devices, and videoconferencing equipment, performing root cause analysis and documenting service tickets.
Must-Have Skills
A+ Certification requiredfront-line primary technical support to end usersresponding todocumenting and resolving service tickets in a timely manner according to SLAexcellent problem solving skills to diagnoseevaluateand resolve complex problem situationsroot cause analysisescalate or route issues to appropriate IT staff memberssupport multiple platforms including desktopslaptopsmobile devices and videoconferencing equipment
Nice-to-Have Skills
Network+ Certification
Tools & Platforms
service ticketing (service tickets)SLAdesktopslaptopsmobile devicesvideoconferencing equipment
Required Skills
front-line primary technical support to end usersservice ticketsSLA-based resolutionhardware supportsoftware supportperipherals supportproblem solvingdiagnose issuesevaluate and resolve complex problem situationsescalate or route issuesdocument ticketsroot cause analysisdevelop checklistsprocedures and controls for problem preventionsupport desktopslaptopsmobile devicesvideoconferencing equipmentCompTIA A+ Certification
Hard Skills
front-line primary technical supportservice ticketsSLA-based ticket resolutionhardware supportsoftware supportperipheral supportproblem solvingdiagnose issuesevaluate and resolve complex problem situationsescalate or route issues to appropriate IT staffroot cause analysisdevelop checklists for typical problemsprocedure developmentcontrols for problem preventiondesktop supportlaptop supportmobile device supportvideoconferencing equipment supportA+ Certification
Soft Skills
excellent problem solving skillsstrong problem diagnosis and evaluation communicationability to follow escalation/routing appropriatelypassionate advocatecollaboration in a close-knit teamadaptability in a dynamic environmentcommitment to core values
Certifications
Required
CompTIA A+
Preferred
CompTIA Network+
Keywords for Your Resume
IT Helpdesk AgentIT Call Center Agentcall center agenthelp deskprimary technical supportend usersservice ticketsSLAtimely mannerhardwaresoftwareperipheralsproblem solvingdiagnoseevaluateresolveescalateroute to appropriate IT staffroot cause analysischecklistsproblem preventiondesktopslaptopsmobile devicesvideoconferencing equipmentCompTIA A+A+ CertificationNetwork+ CertificationCompTIA Network+hardware supportsoftware supportend user support
Deal Breakers
CompTIA A+ Certification required, On-site work requirement, Must be able to respond to, document, and resolve service tickets according to SLA, Must support desktops, laptops, mobile devices, and videoconferencing equipment
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