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IT Support Specialist
2 months ago
Overview
Are you ready to contribute to a meaningful mission? At HonorHealth, you will be an integral part of a dedicated team, enhancing the care experience for our patients.
This role provides opportunities to make a significant impact through various initiatives and comprehensive training programs.
Benefits
HonorHealth offers a diverse range of benefits for both full-time and part-time employees, designed to support you and your family in living fulfilling lives.
About HonorHealth
HonorHealth is one of the largest nonprofit healthcare systems in Arizona, serving a population of five million in the greater Phoenix area. Our extensive network includes six acute-care hospitals, a wide-ranging medical group offering primary, specialty, and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, and community services.
With nearly 15,000 team members and 3,700 affiliated providers, HonorHealth is committed to exceeding the expectations of a traditional healthcare system, striving to enhance the health and well-being of communities across Arizona.
Responsibilities
Job Summary
The Service Desk Analyst I is responsible for responding to inbound support calls, collaborating with customers to define and document the scope of incidents, and troubleshooting issues to achieve first-call resolution or escalate incidents as necessary.
This role also involves participating in an on-call support rotation to facilitate off-hour functions related to incidents, upgrades, patches, and project tasks.
Key Duties
- Provide end-user application support and document incident scope.
- Utilize critical thinking to analyze problems and identify root causes.
- Monitor incident status, take ownership, and follow up with other departments to ensure timely resolution.
- Report for emergency response and perform assigned tasks.
- Follow up with customers to gather additional information and confirm incident resolution.
- Assist users with access and provisioning, and install and deploy applications.
- Document and submit new content to the knowledge base.
Customer Engagement
Utilize effective communication skills to listen to and address customer needs while building rapport. Maintain positive working relationships with team members, managers, and all departments. Prioritize and respond promptly based on the severity of customer needs, recognizing opportunities for service recovery and acting to resolve issues.
Commitment to Excellence
Consistently embody the HonorHealth tenets of service excellence in daily interactions with staff, faculty, physicians, patients, and their families. Maintain a professional appearance and complete IT governance and project assignments to meet established milestones. Perform additional duties as assigned.
Qualifications
Education: High School Diploma or GED Required
Experience: 1 year of relevant experience Required
