The site navigation utilizes arrow, enter, escape, and space bar key commands. Left and right arrows move across top level links and expand / close menus in sub levels. Up and Down arrows will open main level menus and toggle through sub tier links. Enter and space open menus and escape closes them as well. Tab will move on to the next part of the site rather than go through menu items.
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.
High School Diploma, GED, or equivalent (Required)
Associate's degree in a related technical discipline (Preferred)
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 of ITSM tool usage, Apple/Mac product support, Windows OS support, and Remote Access VPN support. (Preferred)
CompTIA A+, Network +, or ITIL (Preferred)
Excellent verbal, interpersonal, and written communication skills. (Required)
Must be able to rotate and be flexible with resource schedule needs. (Required)
Excellent customer service skills and effective communication skills (written and oral). (Required)
Excellent troubleshooting and problem-solving skills. (Required)