Posting Note: Join our team supporting innovative patient engagement technology across the hospital! This ENTRY LEVEL role focuses on maintaining and troubleshooting interactive devices such as iPads, gaming systems, VR equipment, and patient room technology. If you have a strong IT foundation and enjoy hands-on problem solving, this is a great opportunity to make a direct impact on patient experience.

Key Responsibilities:

Provide break/fix support and setup for iPads, gaming consoles (Xbox, PlayStation, Nintendo), VR systems, and patient cameras
Troubleshoot hardware, software, and connectivity issues (LAN, WAN, wireless)
Configure and maintain Apple iOS devices and related applications
Coordinate repairs, often performed outside of patient rooms

Requirements:
2+ years of IT support experience
Associate’s degree in IT or related field (or equivalent experience)
Experience with Apple iOS, gaming consoles (Xbox, PlayStation, Nintendo), and troubleshooting (hardware/software/network)
Basic knowledge of LAN/WAN/Wireless networks
Valid AZ Driver’s License

Details:
Monday – Friday, 8 AM – 4:30 PM
Based primarily at Thomas Campus with occasional travel to other locations

Great opportunity for hands-on IT professionals who have worked in a gaming environment, and are interested in trouble shooting the IT needs of our patient technology in a hospital setting.

The Patient Entertainment Technician position is responsible for providing overall technical support for patient facing interactive devices owned by Phoenix Children’s. 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 issue resolution and asset management of interactive devices and will work with colleagues and other departments as required. This individual is expected to maintain excellent documentation relating to incident management and knowledge management.

• 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.
• Performs Patient Entertainment Device support
  
  • Installs, maintains, troubleshoots, updates, and supports entertainment systems and related peripheral equipment.
  • Maintains updated knowledge on all applicable gaming systems and performs new system configurations.
  • Research upcoming technologies including but not limited to all gaming consoles, technology in child life spaces, bedside ipads, video recording and streaming technologies.
  • Works independently and shows initiative in resolving support issues and requests; escalates issues as required to more senior members of the team and leadership to ensure timely resolution.
  • Performs quality assurance checks on all hardware and software prior to deployment.
  • Works with colleagues and IT Department teams to troubleshoot and resolve issues.
  • Performs routine testing of new hardware and software deployments prior to adoption in production environment.
  • Maintains a neat and organized workspace to prevent loss of assets and ensure safety in the workplace.
• 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 teammates 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.
• 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.
  • Works with Foundation and donors to manage gaming donations to repurpose or exchange redundant or unneeded inventory.
• 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