IT Service Desk Analyst I - Night Shift

Primary City/State:

Phoenix, Arizona

Department Name:

IT Service Delivery-Ref Lab

Work Shift:

Night

Job Category:

Information Technology

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POSITION SUMMARY
This position is responsible for providing first level support, and system monitoring for all endpoint systems and applications. This position is required to identify, document, resolve and escalate existing and potential problem conditions using available software tools, procedures, and problem-solving techniques in accordance with department standards. The incumbent will act as a first level resource for the team managing and resolving customer issues. The incumbent will efficiently and meticulously process application related tasks and requests to ensure a high level of security. Incumbent is expected to work across diverse areas and multiple locations to pursue system wide solutions and approaches.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

CORE FUNCTIONS

1. Serves as the first level support for all SQL computer systems and applications. Effectively communicates both verbally and in writing with internal and external customers regarding steps to resolve Information Technology related requests and/or incidents. Can navigate company software to record requests and/or incidents.  Follows up on tickets at pre-defined intervals until resolved.

2. Monitors the functionality of computers, network, servers, and communication systems, promptly identifying and addressing any disruptions. Proficiently troubleshoots and reports issues impacting system, network, and application performance. Effectively escalates complex problems to the relevant support personnel when required. Keeps comprehensive logs of monitoring activities and meticulously documents encountered issues for future reference.

3. Configures and monitors diagnostics reporting processes including faxing, printing, and electronic transmissions. Investigates and resolves reporting delivery issues, working proactively to resolve issues to avoid any business process interruptions.

4. Responsible for new user account creation, password resets, permission adjustments, deactivating accounts, and conducting audits to ensure appropriate user access across multiple systems.

5. Works as a coordinator between other information technology departments and information security departments to ensure compliance of endpoint security as well as assisting other teams and team members with troubleshooting, configuring devices, applications, management consoles, and all other aspects of ensuring a secure and compliant computing environment.

6. Documents troubleshooting performed and escalates requests for service following established escalation path. Monitors activities including but not limited to calls, emails, chats, walk-ins, troubleshooting and request tickets assigned to the queue and process first-in first-out based on priority.  Documents all actions and problem resolution of end-user requests using incident tracking management systems. Keeps customers informed throughout the problem resolution process.

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent.

• One (1) year of relevant education, technical, business and/or healthcare experience demonstrating answering internal and external calls, utilizing Microsoft products and low to mid-level technical troubleshooting, diagnosis and remediation.

PREFERRED QUALIFICATIONS

• CompTIA IT Fundamentals, or A+, or Microsoft Desktop, or Google IT Support, or HDI Support Center Analyst, or other relevant accredited certifications.

• Additional related education and/or experience.

 

EEO Statement:

EEO/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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