Endpoint Operations Tech III
Position Details
Position Summary
The Endpoint Operations Technician III is responsible for providing customer support for advanced IT related issues with hardware, software, or other accessories across the Phoenix Children’s Hospital properties. This individual displays outstanding customer service on the phone and in person, while maintaining excellent documentation for all support. This individual will assist colleagues in documenting all support knowledge and processes, while acting as a team leader in the provision of orientation, redirection, leadership and encouragement of other technicians.
Position Duties
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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 complex support issues and requests
- Helps to mentor more junior technicians with reprioritization, communication and service with end users
- Leads medium and high complexity projects with operational needs
- Operates a company vehicle to transport IT materials and provide support at off-site locations
- Performs operational rounding to address immediate service needs and help identify broader problems which may require re-engineering in the environment
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Performs endpoint support
- Independently resolves all complex and advanced technical matters
- Works closely with more junior technicians to provide direction and support on resolving basic and intermediate endpoint issues
- Works closely with more senior technicians to analyze and troubleshoot more advanced and complex endpoint issues; engages outside resources as needed
- 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 and provides training to more junior technicians
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Participates in developing and maintaining a knowledge base
- Identifies areas for team training, improved processes or better documentation
- Routinely develops and maintains processes and documentation
- Provides regular orientation and direction to other members of IT regarding endpoint support to improve overall service to customers
- Provides team training and shows initiative in expanding knowledge in areas of deficiency and/or new and emerging endpoint solutions
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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
- Researches and provides quotes for non-standard purchase requests from the operation
- Facilitates the IT procurement process for IT hardware
- Ensures that inventory is managed routinely and consistently
- Raises concerns regarding aging assets which should be rotated out of the environment
- Performs miscellaneous job related duties as requested.
Phoenix Children's Mission, Vision, & Values
To advance hope, healing and the best healthcare for children and their families
VisionPhoenix 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