The Endpoint Operations Technician II is responsible for providing timely customer support to IT related issues with hardware, software, and other accessories or devices owned by Phoenix Children’s Hospital or contracted vendors. This individual displays an advanced level of Information Technology knowledge and troubleshooting skills necessary to provide outstanding customer support. This individual will be responsible for identifying problems as they occur and work with colleagues and other teams within the department to implement resolutions. This individual will perform project related work and provide support for enterprise projects. This individual is expected to maintain excellent documentation relating to incident management and knowledge management.

1. Provides IT customer support
   • Works incident queue based on incident priority and escalations to meet internal service level agreements
   • Contacts the customer to address needs and expectations through effective communication and collaboration with respect and professionalism
   • Regularly communicates and documents status updates on incidents and projects
   • Occasionally operates a company vehicle or personal vehicle to transport IT materials and provide support at off-site or satellite locations
   • Assists with Help Desk functions in a relief/high volume capacity as needed
2. Performs endpoint support
   • Works independently and shows initiative in resolving complex support issues and requests; escalates issues as required to more senior members of the team and leadership to ensure timely resolution
   • Works with colleagues and IT Department teams to troubleshoot and resolve endpoint issues
   • Performs routine testing of new hardware and software deployments prior to adoption in production environment
   • Performs quality assurance checks on all hardware and software prior to deployment
   • Completes tasks and assignments for Enterprise and IT related projects as well as participation in project meetings
   • Takes a lead role for lower complexity projects
   • Provides support and mentoring for level one technicians
   • Maintains a neat and organized workspace to prevent loss of assets and insure safety in the workplace
   • Stays current with trends in Information Technology, personal computing, and health care technology solutions
3. Participates in developing and maintaining documentation in a knowledge base
   • Responsible for creating and updating documentation for training, process improvements, and knowledge base articles.
   • Works in coordination with team mates and leadership to identify areas that require training and documentation
   • Participates in scheduled training, and shows initiative in expanding knowledge of processes and newly implemented solutions
   • Actively maintains knowledge of processes and procedures related to job duties
4. IT supplies and asset life cycle management
   • Identifies when supplies and assets begin to run low and escalates appropriately
   • Replaces aging assets that need to be rotated out of the environment
   • Documents when assets are introduced into the environment and when assets are retired from the environment
   • Leverages warranty coverage and/or repairs assets to repurpose back into inventory
5. Performs miscellaneous job related duties as requested.

To advance hope, healing and the best healthcare for children and their families

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable