IT Client Success Spec I


Position Details

Department: PCH-NW | IT Customer Service
Category: Information Technology
Location: Glendale
Employee Type: Regular
Posting #: 832932
Posted On: 4/25/2024

Position Summary

The IT Client Success Specialist I is responsible for improving IT relations and support to all stakeholders throughout Phoenix Children`s Hospital. The Specialist will uncover the unique challenges each client faces and collaborate with all IT teams to create valuable solutions. The role assists with all IT related issues involving client hardware, software, and peripherals owned by Phoenix Children’s Hospital or contracted vendors. This individual displays a level of Information Technology knowledge and workflow understanding necessary to provide outstanding customer support.

Position Duties

  1. Customer Service
    • Builds rapport quickly, cultivates relationships, and relates to a diverse group of individuals.
    • Communicates cross-functionally with other departments and documents findings.
    • Develops and maintains an understanding of support and IT processes.
    • Actively seeks new improvement opportunities.
    • Guides clients through process, analyzes needs, and presents solutions.
    • Understands assigned applications.
    • Troubleshoots reported hardware and software issues.
    • Escalates issues to other teams as needed.
  2. Technical Knowledge
    • Understands physical devices involved in assigned applications.
    • Assists users with reported device issues.
    • Understands high level network, storage, and endpoint computers.
    • Interprets IT issues reported by staff, and coordinates with appropriate IT teams to resolve.
  3. Clinical Workflow Knowledge
    • Works closely with clinical staff to understand the primary objectives and challenges involved in their clinical workflows.
    • Suggests potential solutions to primary challenges.
  4. Updating and maintaining documentation
    • Participates in creating and updating documentation for training, process improvements, and knowledge base articles.
    • Responsible for creating and updating IT Service tickets.
    • 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.
  5. 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


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
  • 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

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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. Associate degree in Information Technology, Computer Information Systems, or related discipline OR a combination of education and customer service experience equal to two or more years
Do you meet this requirement?
1. Two (2) years of Customer Service experience
2. One (1) year of IT experience or related experience in the job’s responsibilities
3. Two (2) years of experience working in a healthcare setting
Special Skills
Do you meet this requirement?
1. Able to work hospital hours (including nights and/or weekends as needed)
2. Able to operate tools, components, and peripheral accessories
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 - Frequently
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 - Constantly
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. Physical Requirement - Lift more than 35 pounds without assistance - Occasionally
19. Occupational Exposure/Risk Potential - Inside office environment - Applicable
20. Occupational Exposure/Risk Potential - Outdoor weather conditions - Applicable
21. Occupational Exposure/Risk Potential - Extreme temperatures - Applicable
22. Occupational Exposure/Risk Potential - Confined areas - Applicable
23. Occupational Exposure/Risk Potential - High places - Applicable
24. Occupational Exposure/Risk Potential - Extreme noise levels - Applicable
25. Occupational Exposure/Risk Potential - Airborne communicable diseases - Applicable
26. Occupational Exposure/Risk Potential - Bloodborne pathogens or bodily fluid - Applicable
27. Occupational Exposure/Risk Potential - Fumes or airborne particles - Applicable
28. Occupational Exposure/Risk Potential - Hazardous materials exposure - Applicable
29. Occupational Exposure/Risk Potential - Radiation exposure - Applicable
30. Occupational Exposure/Risk Potential - Toxic or caustic chemicals - Applicable
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply