> Markdown version of [/jobs/ext/803234-help-desk-analyst-i](https://www.wearedevelopers.com/jobs/ext/803234-help-desk-analyst-i). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Analyst I - **Company:** Phoenix Children's - **Location:** Phoenix, AZ, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Instant Messaging Technology, Microsoft Office, Microsoft Operating Systems, Routing, Information Technology - **Published:** June 11, 2026 - **Apply:** https://careers.phoenixchildrens.com/Positions/Posting/1026419 ## About the Role Do you meet this requirement or have the ability to obtain it within the timeframe listed in the requirement? 1. High School Diploma, GED, or equivalent Required Yes No 2. Associate's degree in a related technical discipline Preferred, Do you meet this requirement or have the ability to obtain it within the timeframe listed in the requirement? 1. Experience with Microsoft Operating Systems (Windows 10 or later) and Microsoft Office product suite. Required, 3. 1-2 years of successful experience in the area of IT Customer Service, Help Desk, Service Desk, or IT Support responsibilities. Preferred Yes No 4. Must be able to demonstrate knowledge in of ITSM tool usage, Apple/Mac product support, Windows OS support, and Remote Access VPN support. Preferred, 1. Excellent verbal, interpersonal, and written communication skills. Required Yes No 2. Must be able to rotate and be flexible with resource schedule needs. Required Yes No 3. Excellent customer service skills and effective communication skills (written and oral). Required Yes No 4. Excellent troubleshooting and problem-solving skills. Required ## Description 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., + Technical Responsibilities * Diagnoses and resolves technical hardware and software issue using troubleshooting skills. * Provides complete and accurate information for all tickets entered into the Service Desk software to include proper prioritization and categorization. * Researches issues using available information resources. * Performs continuous Ticket Triage and Routing. * Coordinates escalation of tickets internally, to other teams, and vendors. + 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 requests when necessary. * Provides step-by-step technical help, both written and verbal. * Follows through on user issues to completion. * Must be willing and able to work outside normal business hours to include night and/or weekend shifts. * Must be able to rotate and be flexible with their schedule. * Reports potential organization security risk as applicable. + Demonstrate the following competencies as a Level I Help Desk Analyst * Demonstrates how to reset an expired password for any core IT system. * Documents workflows and walks peers/managers through processes. * Demonstrates excellent customer service skills when facing challenging situations. (This will be validated by manager listening to call recordings) * Walks through the process for answering a call, identifying a user, & documenting a ticket. * Demonstrates ability to understand how to troubleshoot all Phoenix Children's systems/equipment by using the system inventory listing. + Performs miscellaneous job related duties as requested., Note, ONLY 1 attachment will be visible to system per applicant for all applications per active profile. When you upload your resume, our system will attempt to update your profile here, which may overwrite previously completed fields. The attached file is accepted as the resume. It is also allowable to combine both the resume (positioned first in the file) followed by a cover letter into the one file attachment. Please upload a PDF or DOCX version of your resume. 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