The IT Clinical Optimization Technician plays a crucial role in ensuring the smooth operation of clinical IT systems. This position involves troubleshooting technical issues, escalating problems to higher-level support when necessary, and maintaining clear and effective communication with users throughout the resolution process. The technician is also responsible for building and nurturing positive relationships with users, ensuring their needs are met with professionalism and efficiency. The role will achieve this by proactively rounding within departments, providing hands-on elbow support, attending orientations to assist with new hire setups, and by remaining visibly engaged with our customers to address any concerns promptly.

1. Customer Service
   • a. Builds rapport quickly, cultivates relationships, and relates to a diverse group of individuals.
   • b. Communicates cross-functionally with other departments and documents findings.
   • c. Develops and maintains an understanding of support and IT processes.
   • d. Actively seeks new improvement opportunities.
   • e. Guides clients through process, analyzes needs, and presents solutions.
   • f. Understands assigned applications.
   • g. Troubleshoots reported hardware and software issues.
   • h. Escalates issues to other teams as needed.
2. Consistently Self-Directed
   • a. Confirms understanding of customer needs and personal responsibilities.
   • b. Communicates progress of assigned tasks in an effective and timely manner.
   • c. Accurately evaluates the need for escalation and responds appropriately.
   • d. Identifies needs and participates in process improvement initiatives (e.g., rounding, elbow support, shadowing, etc.).
   • e. Takes direction, works well individually and within a team.
   • f. Identifies needs, constraints, priorities of assigned work and organizes time efficiently to deliver on commitments.
3. Updating and maintaining documentation.
   • a. Participates in creating and updating documentation for training, process improvements, and knowledge base articles.
   • b. Responsible for creating and updating IT Service tickets.
   • c. Works in coordination with team and leadership to identify areas that may require training and documentation.
   • d. Participates in scheduled training and shows initiative in expanding knowledge of processes.
4. Consistently demonstrates a collaborative communication style.
   • a. Oral and written communication is clear and concise.
   • b. Interacts with customers in a courteous and professional manner.
   • c. Maintains a pleasant and caring attitude.
   • d. Represents IT positively to other parts of the organization.
   • e. Is open to new ideas.
   • f. Works well in a team environment, able to collaborate not only within one’s own team, but also with other teams in IT.
   • g. Is self-aware and uses active listening skills.
5. Performs miscellaneous job related duties as requested.

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