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.

Help Desk Analyst I

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Position Details

Department: CORP | IT Customer Service
Category: Information Technology
Location: Scottsdale
Posting #: 723849
Date Posted: 1/23/2023
Employee Type: Regular

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.

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. Technical Responsibilities
    • Diagnoses and resolves technical hardware and software issue 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.
  2. 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.
  3. Demonstrate the following competencies as a Level I Help Desk Analyst
    • 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. (This will be validated by manager listening to call recordings)
    • Walks through the process for answering a call, identifying a user, & documenting a ticket.
    • Demonstrates ability to understand how to troubleshoot all PCH systems/equipment by using the system inventory listing.
  4. 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?
Education
1. High School Diploma, GED, or equivalent Required
2. Associate’s degree in a related technical discipline Preferred
Do you meet this requirement?
Experience
1. Experience with Microsoft Operating Systems (Windows 10 or later) and Microsoft Office product suite. Required
2. Comfortable communicating via phone, email, instant messaging, and in-person with peers, management, physicians, end-users, and vendors. Required
3. 1-2 years of successful experience in the area of IT Customer Service, Help Desk, Service Desk, or IT Support responsibilities. Preferred
4. Must be able to demonstrate knowledge in of ITSM tool usage, Apple/Mac product support, Windows OS support, and Remote Access VPN support. Preferred
Do you meet this requirement?
Certifications/Licenses/Registries
1. CompTIA A+, Network +, or ITIL Preferred
Do you meet this requirement?
Special Skills
1. Excellent verbal, interpersonal, and written communication skills. Required
2. Must be able to rotate and be flexible with resource schedule needs. Required
3. Excellent customer service skills and effective communication skills (written and oral). Required
4. Excellent troubleshooting and problem-solving skills. Required
Physical Requirements & Occupational Exposure/Risk Potential
1. Physical Requirement - Climbing Occasionally
2. Physical Requirement - Feeling (sensing textures and temperatures) Occasionally
3. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) Constantly
4. Physical Requirement - Hearing Constantly
5. Physical Requirement - Pushing/pulling Constantly
6. Physical Requirement - Reaching Occasionally
7. Physical Requirement - Sitting Constantly
8. Physical Requirement - Standing Frequently
9. Physical Requirement - Stooping/crouching/kneeling/crawling Occasionally
10. Physical Requirement - Talking Constantly
11. Physical Requirement - Tasting/smelling Occasionally
12. Physical Requirement - Walking Frequently
13. Physical Requirement - Near Vision Frequently
14. Physical Requirement - Far Vision Frequently
15. Physical Requirement - Use of keyboard, mouse and/or computer equipment Constantly
16. Physical Requirement - Lift up to 35 pounds without assistance Occasionally
17. Occupational Exposure/Risk Potential - Inside office environment Applicable
18. Occupational Exposure/Risk Potential - Extreme temperatures Applicable
19. Occupational Exposure/Risk Potential - Confined areas Applicable
20. Occupational Exposure/Risk Potential - Extreme noise levels Applicable
21. Occupational Exposure/Risk Potential - Airborne communicable diseases Applicable
internal/external
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply