Help Desk Analyst I

Phoenix Children’s Hospital is seeking a Level I Help Desk Analyst to support internal staff with everyday IT needs. In this onsite role in Phoenix, AZ, you will handle incoming requests through phone, chat, email, and the ticketing system, working to triage and resolve issues when possible and preparing them for escalation when they require Tier II support.

You will be the first point of contact for help desk support, using troubleshooting and service desk processes to capture accurate information, route requests appropriately, and keep users informed with clear, non-technical communication.

What you’ll do

• Triage and resolve issues involving computer hardware, applications, networks, operating systems, and other supported peripherals.
• Perform intake by capturing customer and reported issue details before escalating and handing off to Tier II.
• Diagnose and resolve technical hardware and software problems using established troubleshooting skills.
• Enter tickets into the Service Desk software with complete and accurate information, ensuring proper prioritization and categorization.
• Research issues using available information resources to support timely resolution.
• Maintain continuous ticket triage and routing to direct requests to the right internal teams.
• Coordinate escalations internally, to other teams, and when needed to vendors.
• Answer and log all requests for assistance in a timely, customer-focused, and professional manner using non-technical language end-users can understand.
• Follow IT and Hospital policies and procedures for information technology processes such as access requests, hardware, and software; assist with outside requests when necessary.
• Provide step-by-step technical guidance in writing and verbally.
• Follow through on user issues until completion.
• Report potential organization security risks when applicable.
• Demonstrate how to reset an expired password for any core IT system.
• Document workflows and walk peers or managers through processes.
• Demonstrate strong customer service skills during challenging situations.
• Walk through the call workflow, including identifying the user and documenting the ticket.
• Troubleshoot Phoenix Children’s systems and equipment by using the system inventory listing.
• Complete miscellaneous job-related duties as requested.

Shift & schedule expectations

• Must be willing and able to work outside normal business hours, including night and/or weekend shifts.
• Must be able to rotate and remain flexible with the schedule.

Service Desk software will be used throughout the role to log, prioritize, categorize, and manage ticket workflows.