As part of our continued commitment to providing a safe and healthy workplace, Phoenix Children’s is officially a mandatory COVID-19 vaccination organization, effective October 1, 2021. All new employees must be fully vaccinated prior to starting employment at Phoenix Children’s. Having a vaccinated workforce is an important step in supporting our mission to provide hope, healing and the best healthcare for the children in our community.

Position Details

Department: CORP | IT Customer Service
Category: Information Technology
Location: Phoenix
Posting #: 669829
Date Posted: 4/22/2022
Employee Type: Regular

Position Summary

The Help Desk Analyst is the first point of contact for the hospitals computer users seeking assistance with technical questions. The Help Desk Analyst will provide excellent customer service while triaging and documenting the needs of the requestor. Follows all issues from request to confirmation of resolution, fascilitating with excellent communication with other IT staff, as well as the requestors. The Help Desk Analyst must be willing and able to work outside normal business hours to include night and/or weekend shifts. Coordinates with other Information Technology areas to resolve problems, as necessary.

PCH Values

  • Family-Centered care that focuses on the need of the child first and values the family as an important member of the care team
  • Excellence in clinical care, service and communication
  • Collaborative within our institution and with others who share our mission and goals
  • Leadership that set the standard for pediatric health care today and innovations of the future
  • Accountability to our patients, community and each other for providing the best in the most cost-effective way.

Position Duties

  1. Answer and log all requests for assistance in a timely, customer-focused and professional manner using non-technical communication that end-users can understand.
  2. Follows IT and Hospital policy and procedure as it relates to information technology (access requests, hardware, software, etc) and assist outside requestors when necessary.
  3. Follows requestor issue from initial report through to confirmation of resolution.
  4. Provide complete and accurate information for all tickets entered into the Service Desk software to include proper prioritization and categorization.
  5. Provide prompt, courteous and professional support to PCH staff and affiliates.
  6. Works in a coordinated manner with other Help Desk Analysts to provide optimal customer service.
  7. Performs miscellaneous job related duties as requested.

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Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.
Do you meet this requirement?
1. Associates in related field or equivalent combination of education and experience. Required
2. Bachelor's degree in information technology or related field of study. Preferred
Do you meet this requirement?
1. Experience with Microsoft Office product suite. Required
2. Experience with Microsoft Operating Systems (Windows XP or later). Required
3. Experience in a healthcare setting. Preferred
4. Experience in a phone-based professional position. Preferred
Do you meet this requirement?
Special Skills
1. Excellent customer service skills and effective communication skills (written and oral). Preferred
2. Excellent troubleshooting and problem-solving skills. Preferred
Physical Requirements & Occupational Exposure/Risk Potential
1. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) Constantly
2. Physical Requirement - Hearing Constantly
3. Physical Requirement - Pushing/pulling Occasionally
4. Physical Requirement - Reaching Occasionally
5. Physical Requirement - Sitting Constantly
6. Physical Requirement - Standing Occasionally
7. Physical Requirement - Stooping/crouching/kneeling/crawling Occasionally
8. Physical Requirement - Talking Constantly
9. Physical Requirement - Walking Occasionally
10. Physical Requirement - Near Vision Constantly
11. Physical Requirement - Far Vision Occasionally
12. Physical Requirement - Use of keyboard, mouse and/or computer equipment Constantly
13. Physical Requirement - Lift up to 35 pounds without assistance Occasionally
14. Occupational Exposure/Risk Potential - Inside office environment Applicable
15. Occupational Exposure/Risk Potential - Confined areas Applicable
16. Occupational Exposure/Risk Potential - Airborne communicable diseases Applicable
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply