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IT Support Specialist II

2 months ago

Phoenix, Arizona, United States Phoenix Children's Hospital Full time
Position Overview

Department: Corporate | Information Technology Infrastructure

Category: IT Services

Location: Phoenix

Employee Type: Regular

Role Summary

The IT Support Specialist II plays a crucial role in delivering prompt assistance for technology-related challenges involving hardware, software, and various devices utilized by Phoenix Children's Hospital or its associated vendors. This position requires a high level of IT expertise and problem-solving capabilities to ensure exceptional support for users. The individual will be tasked with diagnosing issues as they arise and collaborating with peers and other teams within the organization to implement effective solutions. Additionally, this role involves project-related responsibilities and support for enterprise initiatives, along with maintaining comprehensive documentation concerning incident management and knowledge sharing.

Key Responsibilities

  1. Provides IT user support
    • Manages incident queues according to priority and escalations to adhere to internal service standards
    • Engages with users to understand their needs and expectations through effective communication and collaboration with respect and professionalism
    • Regularly updates and documents the status of incidents and projects
    • May operate a company or personal vehicle to transport IT materials and provide support at remote locations
    • Assists with Help Desk operations during peak times as necessary
  2. Delivers endpoint support
    • Independently addresses and resolves complex support issues and requests; escalates matters to senior team members and leadership when necessary to ensure timely resolution
    • Collaborates with colleagues and IT teams to troubleshoot and resolve endpoint challenges
    • Conducts routine evaluations of new hardware and software prior to their implementation in the production environment
    • Performs quality assurance assessments on all hardware and software before deployment
    • Completes assignments for enterprise and IT-related projects and participates in project meetings
    • Takes a leadership role in less complex projects
    • Provides guidance and support for junior technicians
    • Maintains an organized workspace to prevent asset loss and ensure workplace safety
    • Stays informed about trends in IT, personal computing, and healthcare technology solutions
  3. Engages in documentation and knowledge base maintenance
    • Responsible for creating and updating training materials, process improvements, and knowledge base articles.
    • Works collaboratively with team members and leadership to identify training and documentation needs
    • Participates in scheduled training sessions and demonstrates initiative in expanding knowledge of processes and newly implemented solutions
    • Actively maintains awareness of processes and procedures related to job responsibilities
  4. Manages IT supplies and asset lifecycle
    • Identifies low supplies and assets and escalates as necessary
    • Replaces aging assets that require removal from the environment
    • Documents the introduction and retirement of assets within the environment
    • Utilizes warranty coverage and/or repairs assets to reintegrate them into inventory
  5. Performs additional job-related duties as assigned.
Phoenix Children's Mission, Vision, & Values

Mission
To promote 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 achieve this vision by:
  • Providing comprehensive care across various ages, communities, and specialties
  • Investing in innovative research, including emerging treatments, tools, and technologies
  • Enhancing 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 actions
  • We deliver exceptional care consistently and comprehensively
  • We collaborate with colleagues, partners, and communities to maximize our impact
  • We set the standards for pediatric healthcare today and innovate for the future
  • We are accountable for ensuring high-quality care is accessible and affordable