As part of our continued commitment to providing a safe and healthy workplace, Phoenix Children’s is officially a mandatory COVID-19 vaccination organization, effective October 1, 2021. All new employees must be fully vaccinated prior to starting employment at Phoenix Children’s. Having a vaccinated workforce is an important step in supporting our mission to provide hope, healing and the best healthcare for the children in our community.

Position Details

Department: CORP | Info Technology Infrastructure
Category: Information Technology
Location: Avondale
Posting #: 631210
Date Posted: 11/24/2021
Employee Type: Regular

Position Summary

The Endpoint Operations Technician II is responsible for providing timely customer support to IT related issues with hardware, software, and other accessories or devices owned by Phoenix Children’s Hospital or contracted vendors. 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 identifying problems as they occur and work with colleagues and other teams within the department to implement resolutions. This individual will perform project related work and provide support for enterprise projects. This individual is expected to maintain excellent documentation relating to incident management and knowledge management.

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 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
    • Occasionally operates a company vehicle or personal vehicle to transport IT materials and provide support at off-site or satellite locations
    • Assists with Help Desk functions in a relief/high volume capacity as needed
  2. Performs endpoint support
    • Works independently and shows initiative in resolving complex support issues and requests; escalates issues as required to more senior members of the team and leadership to ensure timely resolution
    • Works with colleagues and IT Department teams to troubleshoot and resolve endpoint issues
    • Performs routine testing of new hardware and software deployments prior to adoption in production environment
    • Performs quality assurance checks on all hardware and software prior to deployment
    • Completes tasks and assignments for Enterprise and IT related projects as well as participation in project meetings
    • Takes a lead role for lower complexity projects
    • Provides support and mentoring for level one technicians
    • Maintains a neat and organized workspace to prevent loss of assets and insure safety in the workplace
    • Stays current with trends in Information Technology, personal computing, and health care technology solutions
  3. 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 team mates 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
  4. 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
  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 or more 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 5 of the following technologies: Microsoft Windows 7/10, Apple OSX 10.x, Microsoft Office, Network Troubleshooting, Active Directory, PowerShell, Application Troubleshooting, Windows Registry Required
4. Computer hardware repair experience Required
5. Healthcare experience Preferred
6. Call center experience Preferred
Do you meet this requirement?
1. Obtain and maintain one of the following Information Technology certifications within 60 Days of employment start date (CompTIA A+, CompTIA Net +, CompTIA Security+, Microsoft MTA, Microsoft MCP, Microsoft MCSE, Microsoft MCDST, or other related technical certifications) Required
2. Current and valid state of AZ Class D Drivers License Required
Do you meet this requirement?
Special Skills
1. Understanding network protocol (LAN, WAN, Wireless) Required
2. Understanding advance application and operating system troubleshooting Required
3. Familiarity with operating system image deployments and software deployment methods Required
4. Able to work hospital hours (may include nights and/or weekends as needed) Required
5. 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