Position Details

Department: Info Technology Infrastructure
Category: Information Technology
Location: Phoenix
Posting #: 525379
Date Posted: 9/1/2020
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.

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Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.
Do you meet this requirement?
1. Bachelors degree in Information Technology, Computer Information Systems, or related discipline OR a combination of education and experience equal to four years Required
Do you meet this requirement?
1. Minimum of 3 years in an IT support function, preferably in a desktop support role Required
2. Experience using IT ticketing solutions (Jira, ServiceNow, Symantec, ZenDesk, etc) and configuration management systems (SCCM, KACE, BigFix, etc) Required
3. Competency with a minimum of 4 of the following technologies: Microsoft Windows XP/7/8/10, Apple OSX 10.x, Linux, Unix, Microsoft Office, Internet Browsers, Active Directory, Scripting with VB/Powershell, Installation and removal of applications, Command line interfaces Required
4. Hardware repair experience Preferred
5. Healthcare experience Preferred
6. Call center experience Preferred
Do you meet this requirement?
1. Obtain and maintain a minimum of one technical certifications (CompTIA A+, CompTIA Net +, CompTIA Security+, Microsoft MCITP, Microsoft MCP, Microsoft MCDST, or other related technical certifications) Required
Do you meet this requirement?
Special Skills
1. Understanding network protocol (LAN, WAN, Wireless) Required
2. Current and valid state of AZ Class D Drivers License Required
3. Able to work hospital hours (may include nights and/or weekends as needed) Required
4. Able to operate tools, components and peripheral accessories Required
Physical Requirements & Occupational Exposure/Risk Potential
1. Physical Requirement - Climbing Occasionally
2. Physical Requirement - Feeling (sensing textures and temperatures) Occasionally
3. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) Constantly
4. Physical Requirement - Hearing Frequently
5. Physical Requirement - Pushing/pulling Occasionally
6. Physical Requirement - Reaching Occasionally
7. Physical Requirement - Sitting Frequently
8. Physical Requirement - Standing Frequently
9. Physical Requirement - Stooping/crouching/kneeling/crawling Occasionally
10. Physical Requirement - Talking Constantly
11. Physical Requirement - Tasting/smelling Occasionally
12. Physical Requirement - Walking Frequently
13. Physical Requirement - Near Vision Constantly
14. Physical Requirement - Far Vision Occasionally
15. Physical Requirement - Color Discrimination Occasionally
16. Physical Requirement - Use of keyboard, mouse and/or computer equipment Constantly
17. Physical Requirement - Lift up to 35 pounds without assistance Occasionally
18. Occupational Exposure/Risk Potential - Inside office environment Applicable
19. Occupational Exposure/Risk Potential - Outdoor weather conditions Applicable
20. Occupational Exposure/Risk Potential - Extreme temperatures Applicable
21. Occupational Exposure/Risk Potential - Confined areas Applicable
22. Occupational Exposure/Risk Potential - High places Applicable
23. Occupational Exposure/Risk Potential - Airborne communicable diseases Applicable
24. Occupational Exposure/Risk Potential - Fumes or airborne particles Applicable
25. Occupational Exposure/Risk Potential - Hazardous materials exposure Applicable
26. Occupational Exposure/Risk Potential - Radiation exposure Applicable
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply