Position Details

Department: Info Technology Infrastructure
Category: Information Technology
Location: Phoenix
Posting #: 469966
Date Posted: 9/4/2019
Employee Type: Regular

Position Summary

The Endpoint Operations Technician II is responsible for providing customer support for intermediate IT related issues with hardware, software, or other accessories across the Phoenix Childrens Hospital properties. This individual displays outstanding customer service on the phone and in person, while maintaining excellent and timely documentation for all support. This individual will assist colleagues in documenting basic support knowledge and processes, while also providing mentoring and leadership to more novice technicians.

PCH Values

  • Family-Centered care that focuses on the need of the child first and values the family as an important member of the care team
  • Excellence in clinical care, service and communication
  • Collaborative within our institution and with others who share our mission and goals
  • Leadership that set the standard for pediatric health care today and innovations of the future
  • Accountability to our patients, community and each other for providing the best in the most cost-effective way.

Position Duties

  1. Provides IT customer support
    • Works the ticket queue regularly to identify key issues and reprioritizes requests as needed while meeting service level agreements
    • 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 to medium 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
    • Remains 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 asset inventory is maintained and accurate
    • Raises concerns regarding aging assets which should be rotated out of the environment
  5. Performs miscellaneous job related duties as requested.
The position has been closed or filled.

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