IT Coordinator II at Banner Health (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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Primary City/State:
Phoenix, Arizona

Department Name:
IT Customer Support-Corp

Work Shift:
Day

Job Category:
Information Technology

Innovation and highly trained staff. The Information Technology professionals at Banner Health are utilizing cutting-edge technology to change health care for the better. If you're ready to change lives, we want to hear from you.

The IT Coordinator II position is the primary IT focal point for all affiliate locations and is responsible for managing all relevant IT requests, providing user/hardware-level support, and supporting the Work-from-Home (Intouch) workforce.

An ideal candidate will have strong IT desktop support expertise and experience with general networking and telecom concepts. Providing excellent customer service, managing communication, and ensuring timely resolutions is also essential to the role.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

POSITION SUMMARY
This position assigns, monitors, and fulfills or resolves IT service requests and support incidents in the service management system to ensure high quality customer service. This position leads workflow of customer service requests and is responsible for providing user level support for assigned IT activities. This position is responsible for leading IT projects for a single facility, or group of small facilities, ensuring timely customer interactions and satisfaction.

CORE FUNCTIONS

1. Provides and enhances customer support for all department services and project management. Ensures appropriate resources are deployed to meet customer business, clinical or technical needs. Serves as a liaison between facility staff and information technology. May provide multidisciplinary services in accordance with each job description in support of the assigned service area.

2. Communicates with customer throughout the lifecycle of the provided service to ensure the customer stays informed. Interacts with customers, support services and vendor partners in managing; assessing, designing, planning and developing detailed specifications for project assignments. Attends or facilitates routine meetings; participating in the support of information technology and facility driven projects to ensure proper support and assistance. Assists IT Service Delivery leadership to ensure facility projects include IT budgetary projections.

3. Prioritizes and schedules daily service requests by assigning appropriate technical resource(s). Ensures appropriate resources are deployed to meet customer business, clinical or technical needs. Plan, prioritize, direct and schedule support incidents and service requests from customers and routine assignments and attends routine meetings in support of continual service improvements, standards and best practices.

4. Utilizes problem solving techniques to independently triage problems with network infrastructure, business or product line specific applications. Documents all actions of end-user requests and/or problem resolution using tracking management systems. Keeps customers informed throughout fulfillment and troubleshooting process.

5. Manages procurement of IT services and products. Follows all asset management procedure and guidelines. Ensures order and stock management are maintained.

6. Coordinates or facilitates installation, configuration and ongoing usability and maintenance of desktop computers, peripheral equipment and related software, following standard departmental procedures and standards. Basic telephony station programming, installation and management of telephone and voice mail voice mail system(s) plus ancillary equipment.

7. Provides customer support on all standard network and collaboration software products and technologies including establishment of wired and wireless network connectivity.

8. May conduct needs assessment and provide recommendations to information technology leadership identifying basic customer, departmental, and/or facility/location software and/or hardware needs. Provides guidance and serve as escalation point to junior members of the department and may represent IT at facility based leadership meetings.

9. Position coordinates and manages the IT Service Delivery functions within a facility, group of facilities, clinics, or service lines as assigned. Latitude to make day-to-day decisions as needed in the support of both internal and external customers. These customers are primarily end-users of computing technology, and other department staff. External customers consist of vendors, contractors, affiliate clinics and hospitals, and clients. Customer support is primarily based at facilities and/or service lines across company.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.

MINIMUM QUALIFICATIONS

Associate's degree and two plus years of equivalent working knowledge in a similar role.

Strong work ethic and initiative. Ability to work well in a team environment across the system. Proven customer service skills. Proven organizational skills.

Requires communication and presentation skills to engage technical and non-technical audiences at all levels of staff and management.

Must be knowledgeable and technically adept in the use and operation of a wide range of desktop, mobile devices and network connectivity. Experience working with Microsoft Office O365 applications.

Variable shifts and hours and carrying/responding to a pager may be required.

PREFERRED QUALIFICATIONS

Bachelor's degree or combination of education and relevant work experience.

Previous experience with assigning daily workloads and tasks. General knowledge of information technology and healthcare is desirable. Previous experience working on IT projects.

A+ certification. Net+ certification.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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More Information on Banner Health
Banner Health operates in the Healthtech industry. The company is located in Phoenix, AZ, Susanville, CA, Greeley, CO, Ogallala, NE, Fallon, NV, Torrington, WY, Worland, WY, Casa Grande, AZ, Mesa, AZ, Mesa, AZ, Mesa, AZ, Page, AZ, Payson, AZ, Queen Creek, AZ, Scottsdale, AZ, Sun City, AZ, Sun City West, AZ, Tucson, AZ, Tucson, AZ, Tucson, AZ, Mesa, AZ, Wheatland, WY, Fort Collins, CO, Loveland, CO and Sterling, CO. Banner Health was founded in 1999. It has 25000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 18 open jobs at Banner Health, click here.
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