1. Provides IT customer support
   • Works the ticket queue regularly to identify key issues and reprioritizes requests as needed
   • Seeks to understand and address customer needs and expectations through effective communication and collaboration
   • Works independently and shows initiative in resolving intermediate support issues and requests; escalates complex issues to more senior members of the team to ensure timely resolution
   • Helps to mentor more junior technicians with reprioritization, communication and service with end users
   • Performs operational rounding to address immediate service needs
   • Coordinates the operational role for low complexity projects
   • Operates a company vehicle to transport IT materials and provide support at off-site locations
   • Assists with Help Desk functions in a relief/high volume capacity as needed
2. Performs endpoint support
   • Independently resolves all basic and intermediate technical matters, demonstrating initiative when improved service opportunities are identified
   • Works closely with more junior technicians to provide direction and support on resolving basic endpoint issues
   • Works closely with more senior technicians to analyze and troubleshoot more advanced endpoint issues
   • Performs all support within established service guidelines when appropriate, and seeks effective ways to address issues without established guidelines
   • Works cooperatively with Endpoint Engineering for problem management
   • Stays current with trends in information technology, personal computing and health care technology solutions
3. Participates in developing and maintaining a knowledge base
   • Identifies areas for team training, improved processes or better documentation
   • Works in coordination with teammates and leadership to develop and maintain processes and documentation
   • Provides regular orientation and training to other members of IT regarding endpoint support to improve overall service to customers
   • Participates in team training and shows initiative in expanding knowledge in areas of deficiency and/or new and emerging endpoint solutions
4. Manages assets appropriately
   • Maintains a neat and organized workspace to prevent loss of items
   • Makes sure additional materials are ordered when supplies begin to run low
   • Assists with research and quotes of non-standard purchase requests from the operation
   • Assists with the procurement process for all IT hardware
   • Ensures that inventory is managed routinely and consistently
   • Raises concerns regarding aging assets which should be rotated out of the environment
5. Performs miscellaneous job related duties as requested.

Mission

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

Vision

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

Values

• 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