Analyst I - Service Desk

70 HonorHealth Support Services; Phoenix (AZ); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

HonorHealth is seeking a Service Desk Analyst I to answer support calls, document incidents, and troubleshoot issues to achieve first-call resolution. The role includes on-call rotation for off-hour support and collaboration across departments.

The ideal candidate has 1 year of IT support experience, with 2 years in Networking and Active Directory; healthcare experience is preferred. Hybrid work in Arizona with strong customer service skills is offered.

Qualifications

• High School Diploma or GED required; associates degree or higher preferred.
• 1 year of IT support experience required.
• 2 years experience in Networking and Active Directory; healthcare environment preferred.

Responsibilities

• Respond to inbound IT support calls and document incident scope.
• Troubleshoot issues and escalate when needed to achieve first-call resolution.
• Participate in on-call rotation for off-hour support and incident response.
• Assist with provisioning, access requests, and knowledgebase updates.

Skills

Customer service

Communication

Troubleshooting

Documentation

Education

High School Diploma or GED

Associates or 2 years' related experience in Computer Science/Information Systems

Tools

Active Directory

HDI Support Center Analyst

A+

ITIL Foundation

Job description

Primary City/State: Deer Valley - 2502 W Utopia Rd Phoenix, AZ 85027 Category: IT Support Shift: Day Department: IT Customer Service Hybrid, must reside in Arizona Great 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 SUMMARY The 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 elevate 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 FUNCTIONS Provides 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 elevate 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.

EDUCATION High School Diploma or GED Required Associates or 2 years' work related experience in Computer Science, Information Systems, or a related discipline. Preferred

EXPERIENCE 1 year relevant experience Required 2 years experience in Networking and Active Directory. Experience in a Healthcare environment. Preferred

LICENSE AND CERTIFICATIONS HDI Support Center Analyst, A+, ITIL Foundation Preferred

We’re all in for your career. Expert care from experts who care. At HonorHealth, you’ll find something special. Our culture is built on warmth and neighborly kindness, but behind every smile is a highly skilled professional with deep expertise and unwavering dedication. We’re delivering a healthcare experience that simply feels better through:

• Nine acute-care hospitals
• Over 200 primary, specialty and urgent care centers
• More than 17,000 team members and 4,000 medical staff

Since 1927, we’ve been focused on doing what matters most — caring for people and communities across the greater Phoenix area. From humble beginnings to one of Arizona’s largest nonprofit healthcare systems, we’re just as driven as we were a century ago. Come join us and go all in for your career.

Important: HonorHealth is committed to providing an excellent candidate experience for candidates interested in our job opportunities. We also care about the online safety of our job seekers. Please note the following: HonorHealth employee emails come from HonorHealth (i.e [e-mail]) not a generic email address, such as gmail or yahoo. If you are suspicious of a job posting, or if you receive any email from an HonorHealth employee that you believe to be fictitious, please contact us [e-mail]. HonorHealth does not use Google Hangouts to conduct interviews or conversations. HonorHealth will not ask you to provide any personal information (i.e. drivers license, bank account, credit card information, passwords, social security number) outside of our Applicant Tracking Software before a job offer is extended. If you believe that HonorHealth has violated your civil rights or believe you have experienced discrimination, please click the link to obtain information on your rights to file a complaint. For more information, please click here.