Endpoint Operations Tech I

Phoenix Children's Hospital, Inc.; Phoenix (AZ); In loco; USD 42.000 - 56.000; Tempo pieno

Descrizione del lavoro

The Endpoint Operations Technician 1 at Phoenix Children's Hospital, Inc. provides basic IT support for hardware, software and devices, maintaining incident and knowledge base documentation and escalating complex issues as needed.

You will work in a fast-paced IT environment, handle incident queues, communicate status to customers, assist with rollout testing, asset management, and training documentation while staying current with health IT trends.

Competenze

• Associate degree or equivalent experience required.
• Minimum of 2 years in an IT support role.
• Experience with IT ticketing solutions such as Symantec, Cherwell, ServiceNow, ZenDesk, Jira.
• Familiar with Windows, macOS, Office, AD, and PowerShell.
• Hardware repair experience preferred; healthcare experience preferred.
• Call center experience preferred.

Mansioni

• Handle incident queue based on priority and escalation needs.
• Communicate with customers to address needs with professionalism.
• Document status updates on incidents and projects.
• Assist with Help Desk functions in high-volume periods.
• Test and QA hardware/software before production use.
• Maintain neat workspace and manage IT assets lifecycle.

Conoscenze

Customer support

Troubleshooting

Documentation

Incident management

Communication

Team collaboration

Formazione

Associate's degree in IT or related

Strumenti

Symantec

Cherwell

ServiceNow

ZenDesk

Jira

Active Directory

Powershell

Descrizione del lavoro

Location: Phoenix

Shift: Mon-Fri, Days, 8am-5pm

Category: Information Technology

Posting #: 1067480

Employee Type: Full-Time

Position Summary

The Endpoint Operations Technician 1 is responsible for providing timely and basic customer support to IT related issues with hardware, software, and other accessories or devices owned by Phoenix Children's or contracted vendors. This individual displays a level of Information Technology knowledge and troubleshooting skills necessary to provide outstanding customer support. This individual will also be responsible for identifying problems as they occur and work with colleagues and other teams within the department to implement resolutions. This individual is expected to maintain documentation in regards to incident management and knowledge management.

Position Duties

1.Works incident queue based on incident priority and escalations to meet internal service level agreements
2.Contacts the customer to address needs and expectations through effective communication and collaboration with respect and professionalism
3.Regularly communicates and documents status updates on incidents and projects
4.Occasionally operates a company vehicle or personal vehicle to transport IT materials and provide support at off-site or satellite locations
5.Assists with Help Desk functions in a relief/high volume capacity as needed

1.Works independently and shows initiative in resolving simple support issues and requests; escalates complex issues to more senior members of the team to ensure timely resolution
2.Works with colleagues and IT Department teams to troubleshoot and resolve endpoint issues
3.Performs routine testing of new hardware and software deployments prior to adoption in production environment
4.Performs quality assurance checks on all hardware and software prior to deployment
5.Completes tasks and assignments for Enterprise and IT related projects as well as participation in project meetings
6.Maintains a neat and organized workspace to prevent loss of assets and insure safety in the workplace
7.Stays current with trends in Information Technology, personal computing, and health care technology solutions

• Participates in maintaining documentation in a Knowledge Base
• Responsible for creating and updating documentation for training, process improvements, and knowledge base articles.
• Works in coordination with teammates 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

• 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

• Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

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

Values

• 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

Position Qualifications

Education

Do you meet this requirement or have the ability to obtain it within the timeframe listed in the requirement?

• 1. Associate’s degree in Information Technology, Computer Information Systems, or related discipline OR a combination of education and experience equal to two years or more Required Yes No

Experience

• 1. Minimum of 2 years in an IT Support function, preferably a desktop support role Required Yes No
• 2. Experience using an IT ticketing solution (Symantec, Cherwell, ServiceNow, ZenDesk, Jira, etc.) Required Yes No
• 3. Familiarity with a minimum of 4 of the following technologies: Microsoft Windows 7/10, Apple OSX 10.x, Microsoft Office, Network Troubleshooting, Active Directory, Powershell, Application Troubleshooting, Windows Registry Required Yes No
• 4. Hardware repair experience Preferred Yes No
• 5. Healthcare experience Preferred Yes No
• 6. Call center experience Preferred Yes No

Special Skills

• 1. Understanding network protocol (LAN, WAN, Wireless) Required Yes No
• 2. Able to work hospital hours (may include nights and/or weekends as needed) Required Yes No
• 3. Able to operate tools, components and peripheral accessories Required Yes No

Additional Requirements

• 1. Obtain and maintain CompTIA A+ or an equivalent industry recognized certificate within 60 Days of employment start date Required Yes No
• 2. Current and valid State of AZ Class D Driver’s License Required Yes No

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 - Airborne communicable diseases -Applicable
• 25. Occupational Exposure/Risk Potential - Fumes or airborne particles -Applicable
• 26. Occupational Exposure/Risk Potential - Hazardous materials exposure -Applicable
• 27. Occupational Exposure/Risk Potential - Radiation exposure -Applicable

I have reviewed the qualifications, physical requirementsand occupational exposure/risk potential for this position and wish to apply I Agree