Help Desk Analyst ! IT Customer Service | PRN | Phoenix Quick ! IT Custo

Shift: Mon-Fri, Sat, Sun (Days Vary), Shifts Vary, 6am-8pm

Category:
Information Technology

Posting #: 1003120

Employee Type: PRN

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.

• Technical Responsibilities:
  • Diagnoses and resolves technical hardware and software issues 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.
• Competencies Demonstrated:
  • 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.
  • 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 using the system inventory listing.
• Miscellaneous duties as requested.

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:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable

• 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 ITSM tool usage, Apple/Mac product support, Windows OS support, and Remote Access VPN support (Preferred)
• Special
  
  Skills:
  
  
  • Excellent verbal, interpersonal, and…