Help Desk Analyst I

Position Details

Department: CORP | IT Customer Service

Location: Phoenix

Shift: Mon-Fri, Sat, Sun, (Days Vary), Shifts Vary, 8am-5pm

Category: Information Technology

Posting #: 1053865

Employee Type: Full-Time

Position Summary

The role of a Level I Help Desk Analyst is to provide IT related support utilizing phone, chat, email, or the ticketing system to communicate with our internal Phoenix Children's staff. The Level I Analyst tasks entail, but are not limited to the following: systematically triaging/resolving computer hardware, applications, networks, operating systems, and other Phoenix Children's network supported peripherals. The analyst is expected to capture customer and reported issue details during in-take before escalating and handing off to Tier II support. This position will report to the IT Manager of Customer Service.

Position Duties

• Technical Responsibilities

• Diagnoses and resolves technical hardware and software issue using troubleshooting skills.

• Provides complete and accurate information for all tickets entered into the Service Desk software to include proper prioritization and categorization.

• Researches issues using available information resources.

• Performs continuous Ticket Triage and Routing.

• Coordinates escalation of tickets internally, to other teams, and vendors.

• Customer Service Skills

• Answers and logs all requests for assistance in a timely, customer-focused, and professional manner using non-technical communication that end-users can understand.

• Follows IT and Hospital policies and procedures as they relate to information technology (access requests, hardware, software, etc.) and assists outside requests when necessary.

• Provides step-by-step technical help, both written and verbal.

• Follows through on user issues to completion.

• Must be willing and able to work outside normal business hours to include night and/or weekend shifts.

• Must be able to rotate and be flexible with their schedule.

• Reports potential organization security risk as applicable.

• Demonstrate the following competencies as a Level I Help Desk Analyst

• Demonstrates how to reset an expired password for any core IT system.

• Documents workflows and walks peers/managers through processes.

• Demonstrates excellent customer service skills when facing challenging situations. (This will be validated by manager listening to call recordings)

• Walks through the process for answering a call, identifying a user, & documenting a ticket.

• Demonstrates ability to understand how to troubleshoot all Phoenix Children''s systems/equipment by using the system inventory listing.

• Performs miscellaneous job related duties as requested.