Endpoint Operations Tech II

Phoenix Children's Hospital, Inc.; Gilbert (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Phoenix Children’s Hospital, Inc. is seeking an Endpoint Operations Technician II to provide advanced IT support for devices and software used within the hospital and by contracted vendors.

You will manage incident queues, communicate with users, and assist with hardware/software testing and deployments, while mentoring junior techs and contributing to enterprise projects in a fast-paced healthcare setting.

Qualifications

• Bachelor's degree in Information Technology, Computer Information Systems, or related discipline OR combination of education and experience equal to four years or more.
• Minimum of 3 years in an IT support function, preferably desktop support.
• Experience using IT ticketing solutions and configuration management systems (Jira, ServiceNow, SCCM, KACE, BigFix, etc).
• Competency with Microsoft Windows, OSX, Microsoft Office, Active Directory, PowerShell, and general hardware/software troubleshooting.
• Healthcare experience and call center experience are preferred.
• Obtain and maintain IT certifications within 60 Days of start date; AZ Driver's License required.

Responsibilities

• Manage incident queue by priority to meet SLAs.
• Communicate with customers to address needs and provide updates.
• Document incident status and project progress regularly.
• Provide support at off-site locations as needed.
• Mentor level one technicians and lead small, low-complexity projects.
• Perform hardware/software testing before deployment and ensure QA checks.

Skills

Hardware repair

Healthcare experience

Call center experience

LAN/WAN/Wireless networking

OS troubleshooting

Software deployment methods

Education

Bachelor's degree in IT / related field

Tools

Jira

ServiceNow

Symantec

ZenDesk

SCCM

KACE

BigFix

Job description

Location: Gilbert

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

Category: Information Technology

Posting #: 1061934

Employee Type: Full-Time

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 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.

Position Duties

• 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

• 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

• 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 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

Please review the following qualifications and specify whether you meet each of the requirements listed.

Education

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

Yes No

Experience

• Minimum of 3 years in an IT support function, preferably in a desktop support role
• Experience using IT ticketing solutions (Jira, ServiceNow, Symantec, ZenDesk, etc) and configuration management systems (SCCM, KACE, BigFix, etc)
• 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
• Computer hardware repair experience
• Healthcare experience
• Call center experience

Required

Preferred

Yes No 1. Computer hardware repair experience 2. Healthcare experience 3. Call center experience

Special Skills

• Understanding network protocol (LAN, WAN, Wireless)
• Understanding advance application and operating system troubleshooting
• Familiarity with operating system image deployments and software deployment methods
• Able to work hospital hours (may include nights and/or weekends as needed)
• Able to operate tools, components and peripheral accessories

Required

Yes No

Additional Requirements

• 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)
• Current and valid state of AZ Class D Drivers License

Required

Yes No

Physical Requirements & Occupational Exposure/Risk Potential

Physical Requirement - Climbing - Occasionally

Physical Requirement - Feeling (sensing textures and temperatures) - Occasionally

Physical Requirement - Fine Motor Skills (pinching, gripping, etc) - Constantly

Physical Requirement - Hearing - Frequently

Physical Requirement - Pushing/pulling - Occasionally

Physical Requirement - Reaching - Occasionally

Physical Requirement - Sitting - Frequently

Physical Requirement - Standing - Frequently

Physical Requirement - Stooping/crouching/kneeling/crawling - Occasionally

Physical Requirement - Talking - Constantly

Physical Requirement - Tasting/smelling - Occasionally

Physical Requirement - Walking - Frequently

Physical Requirement - Near Vision - Constantly

Physical Requirement - Far Vision - Occasionally

Physical Requirement - Color Discrimination - Occasionally

Physical Requirement - Use of keyboard, mouse and/or computer equipment - Constantly

Physical Requirement - Lift up to 35 pounds without assistance - Occasionally

Occupational Exposure/Risk Potential - Inside office environment - Applicable

Occupational Exposure/Risk Potential - Outdoor weather conditions - Applicable

Occupational Exposure/Risk Potential - Extreme temperatures - Applicable

Occupational Exposure/Risk Potential - Confined areas - Applicable

Occupational Exposure/Risk Potential - High places - Applicable

Occupational Exposure/Risk Potential - Airborne communicable diseases - Applicable

Occupational Exposure/Risk Potential - Fumes or airborne particles - Applicable

Occupational Exposure/Risk Potential - Hazardous materials exposure - Applicable

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 I Agree