IT Support Specialist I

2 weeks ago

Phoenix, Arizona, United States Phoenix Children's Full time

Position Overview

The IT Support Specialist I plays a crucial role in delivering technical assistance to our internal staff at Phoenix Children's. This entry-level position involves utilizing various communication channels such as phone, chat, email, or a ticketing system to address IT-related inquiries. The primary responsibilities include systematically diagnosing and resolving issues related to computer hardware, software applications, networks, operating systems, and other peripherals supported by Phoenix Children's. The specialist is responsible for documenting customer interactions and reported issues during the intake process before escalating them to Tier II support when necessary. This role reports directly to the IT Manager of Customer Service.

Key Responsibilities

Technical Support - Identify and resolve technical hardware and software issues using effective troubleshooting techniques. Ensure that all tickets entered into the Service Desk software are complete and accurately prioritized and categorized. Utilize available resources to research and resolve issues. Engage in ongoing ticket triage and routing, and coordinate the escalation of tickets to other teams and vendors as needed. Customer Service Excellence - Respond to and log all requests for assistance promptly and professionally, using clear, non-technical language that is easily understood by end-users. Adhere to IT and organizational policies and procedures regarding information technology, including access requests and hardware/software management. Provide comprehensive technical support through both written and verbal communication. Follow through on user issues until resolution. Flexibility to work outside of standard business hours, including nights and weekends, is required. Report any potential security risks to the organization as necessary. Competency Development - Demonstrate the ability to reset expired passwords for core IT systems. Document workflows and guide peers and managers through processes. Exhibit outstanding customer service skills, particularly in challenging situations, as evaluated through call recordings. Understand and navigate the troubleshooting process for all systems and equipment utilized by Phoenix Children's by referencing the system inventory. Additional Duties - Perform other job-related tasks as assigned.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing, and the highest quality healthcare for children and their families.

Vision

Phoenix Children's aims to be the premier pediatric health system in the Southwest, recognized nationally for outstanding care, innovative research, and advanced medical education.

We strive to achieve this vision by:

Providing comprehensive care across various ages, communities, and specialties. Investing in innovative research, including emerging treatments, tools, and technologies. Promoting education and training to cultivate the next generation of clinical leaders. Advocating for the health and well-being of children and families. Values We prioritize children and families in all our endeavors. We deliver exceptional care consistently and in every aspect. We collaborate with colleagues, partners, and communities to enhance our impact. We set the standards for pediatric healthcare today while innovating for the future. We are committed to making high-quality care accessible and affordable.

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