About the Role
Position Summary
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 Childrens 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 Childrens 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.
Position Duties
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.
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