Urbana, Illinois
Martinsburg, West Virginia
Gainesville, Georgia
Nashville, Tennessee
Minneapolis, Minnesota
Posted: 19-Mar-25
Location: Phoenix, Arizona
Type: Full Time
Categories:
Internal Number: 918702
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)