Analyst I - Service Desk

HonorHealth; Phoenix (AZ); Hybrid; USD 42,000 - 62,000; Full time

Job summary

HonorHealth in Phoenix seeks a Service Desk Analyst I to provide end-user support, document incidents, and strive for first-call resolution. You will triage, troubleshoot, and escalate as needed, while supporting applications and provisioning access.

You will participate in an on-call rotation for after-hours work on incidents, upgrades, patches, and project tasks, while building strong relationships across IT and clinical teams.

Qualifications

• High School Diploma or GED required.
• Associates or 2 years' work related experience in Computer Science, Information Systems, or a related discipline.
• HDI Support Center Analyst, A+, ITIL Foundation preferred.

Responsibilities

• Answers inbound support calls and defines incident scope.
• Troubleshoots issues to achieve first call resolution or escalates when appropriate.
• Participates in an IT on-call rotation for off-hours support of incidents, upgrades, patches, and project tasks.
• Provides end-user application support and provisioning, documents knowledgebase content.
• Builds relationships with customers and colleagues across IT and departments.
• Supports incident tracking and ensures timely issue resolution according to priorities.
• Maintains professional appearance and adheres to HonorHealth tenets of service excellence.

Job description

Primary City/State:Deer Valley - 2502 W Utopia Rd Phoenix, AZ 85027Category:IT SupportShift:DayDepartment:IT Customer ServiceHybrid, must reside in ArizonaGreat care starts with great people. (Like you.)At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area.Responsibilities:JOB SUMMARYThe Service Desk Analyst I answers inbound support calls, work with customers to define and document incident scope, research and troubleshoot issues to achieve first call resolution or escalate incidents when appropriate.In addition, the Service Desk Analyst I participates in a support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment.ESSENTIAL FUNCTIONSProvides end user application support, defines & documents incident scope, uses critical thinking to analyze problems, identifies root cause, troubleshoots issues to achieve first call resolution or escalate issues when appropriate. Triages and prioritizes incidents, monitors incidents status, takes ownership and follow-ups with other departments to ensure timely issue resolution. Reports for emergency response and perform assigned tasks. Follows up with customers to obtain additional information and ensure incident resolution. Utilizes application tools, assists users with access & provisioning, installs & deploys applications. Documents and submits new content to the knowledgebase.Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customers. Builds positive working relationships with team members, managers & all departments. Prioritizes and responds promptly based on severity levels to needs of the customer. Proactively or timely recognizes opportunities for service recovery and acts to resolve issues.Consistently lives out the commitment to the HonorHealth tenets of service excellence as illustrated in daily interactions with staff, faculty, physicians, patients, their families and others outside of HonorHealth: Customer Centered, Service Focused, Quality Driven, Resource Wise, and Growth Oriented. Maintains a professional appearance for both themselves and their work environment.Completes IT Governance & IT project job assignments to ensure achievement of established project milestones.Performs other duties as assigned.EDUCATIONHigh School Diploma or GED RequiredAssociates or 2 years' work related experience in Computer Science, Information Systems, or a related discipline. PreferredEXPERIENCE1 year relevant experience Required2 years experience in Networking and Active Directory. Experience in a Healthcare environment. PreferredLICENSE AND CERTIFICATIONSHDI Support Center Analyst, A+, ITIL Foundation PreferredWe're all in for your career.