The role of a Level II Help Desk Analyst is to provide IT related support utilizing phone, chat, email, or the ticketing system to communicate with our Phoenix Children’s Staff. The Level II Analyst`s 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. This analyst role is expected to identify common trends, security vulnerabilities, and further investigate the reported underlying issues. Additional duties for the Level II Analyst are to encompass the ability to multi-task and propose effective solutions that align with industry and organizational practices. The Level II analyst is expected to further triage and apply direction if applicable before escalating to Level III. This position reports to the IT Manager of the Customer Service.

1. Technical Responsibilities
   • Identifies situation requiring urgent attention, to prioritize and escalate to appropriate Level III.
   • Exhibits advanced technical understanding at the network level: LAN/WAN connectivity and wireless.
   • Has a solid understanding of Microsoft Windows.
   • Analyzes complex problems, proposes effective solutions and understands and applies direction.
   • Supports laptops/desktop operating systems and technologies such as Active Directory, Microsoft Suite, and VPN/VMware.
   • Analyzes incidents to spot common trends and be proactive to resolve underlying problems.
   • Reports potential organization security risk as applicable.
   • Serves as an escalation point for Level I support staff.
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 requestors when necessary
   • Excellent oral and written communications skills.
   • Multitasks and communicates effectively.
   • Help Desk Analyst II must be willing and able to work outside normal business hours to include night and/or weekend shifts.
   • Works independently with minimal oversight.
3. Demonstrate the following competencies as a Help Desk Analyst II
   • Describes and Demonstrates how to set-up a docking station.
   • Demonstrates how to install VPN.
   • Demonstrates how to walk a caller through an MFA set-up.
   • Demonstrates how to help a user set up MS Teams on their mobile device.
   • Describes the process to initiate a downtime with the downtime manager. (Internal)
   • Describes the process to escalate an issue after hours/weekends/holidays. (Internal)
   • Demonstrates the ability to understand how to troubleshoot all PCH systems/equipment by using the system inventory listing.
4. Performs miscellaneous job related 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