Durham, North Carolina
Birmingham, Alabama, Alabama
Columbia, South Carolina, South Carolina
Olympia, Washington
Posted: 20-Aug-24
Location: Phoenix, Arizona
Type: Full Time
Salary: Open
Categories:
Internal Number: 870453
Position Summary
The role of a Level III 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 III Analyst provides a deeper understanding of reported issues and can provide mentoring to junior colleagues. This role works in tandem with leadership to optimize Help Desk daily workflows and organizational practices. The Level III Analyst assists with onboarding and training of new Help Desk employees. Additional duties for the Level III Analyst are to cooperatively work with Level I & II colleagues, vendors, and other supporting IT Teams to reach solutions in a timely manner. This position reports to the IT Manager of the Customer Service.
Education
- Bachelor's degree in related field OR equivalent combination of education and experience. (Required)
Experience
- Four (4) years of successful experience in the area of IT Customer Service, Help Desk, Service Desk, Technical Support or IT Support responsibilities. (Required)
- Experience with Microsoft Office product suite. (Required)
- Experience with Microsoft Operating Systems (Windows 10 or later). (Required)
- Experience in using ITSM tool usage, Apple/Mac product support, Windows OS support, and Remote Access VPN support experience. (Required)
- Extensive knowledge of PC setup, troubleshooting and operations. (Required)
- Understanding of the Desktop LAN protocol TCP/IP (Required)
- Demonstrates to work with minimal supervision and can help with supervisory task the team if needed. (Required)
- Comfortable communicating via phone, email, instant messaging, and in-person with peers, management, physicians, end-users, and vendors. (Required)
- IT experience in a Healthcare organization. (Preferred)
Certifications
- A+, Network+, ITIL Certification or other applicable IT Certification. (Required)
Special Skills
- Ability to work effectively as part of a team and with other personnel at all organizational levels. (Required)
- Able to understand and follow company internal policies and processes related to IT. (Required)
- Able to track and monitor support related activities using the trouble ticketing system. (Required)
- Having a dynamic and self-motivating personality and willingness to learn. (Required)
- Must be able to rotate and flexible with their schedule. (Required)
- Excellent troubleshooting, listening and problem-solving skills in a team environment. (Required)
- Able to work in a fast-paced deadline-oriented environment. (Required)
- Excellent verbal, interpersonal, and written communication skills. (Required)
- Excellent attention to detail. (Required)