Help Desk Analyst I

Position Summary

Posting Note : Mainly remote. Must live in state and be able to come into work if needed.

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 Childrens 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 Childrens 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.

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.

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.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by :

Values