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.

Education

• High School Diploma, GED, or equivalent (Required)
• Associate's degree in a related technical discipline (Preferred)

Experience

• Experience with Microsoft Operating Systems (Windows 10 or later) and Microsoft Office product suite. (Required)
• Comfortable communicating via phone, email, instant messaging, and in-person with peers, management, physicians, end-users, and vendors. (Required)
• 1-2 years of successful experience in the area of IT Customer Service, Help Desk, Service Desk, or IT Support responsibilities. (Preferred)
• Must be able to demonstrate knowledge in of ITSM tool usage, Apple/Mac product support, Windows OS support, and Remote Access VPN support. (Preferred)

Certifications

• CompTIA A+, Network +, or ITIL (Preferred)

Special Skills

• Excellent verbal, interpersonal, and written communication skills. (Required)
• Must be able to rotate and be flexible with resource schedule needs. (Required)
• Excellent customer service skills and effective communication skills (written and oral). (Required)
• Excellent troubleshooting and problem-solving skills. (Required)

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About Phoenix Children's

For more information about the hospital, visit: http://www.phoenixchildrens.org.

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