Primary City/State:
Phoenix, Arizona

Department Name:
IT Customer Support-Corp

Work Shift:
Day

Job Category:
Information Technology

Find your path in health care. We want to change the lives of those in our care - and the people who choose to take on this challenge. If you're ready to change lives, we want to hear from you.

The IT Coordinator II is the primary IT focal point for all work from home workforce to manage IT requests, and break/fix incidents. You will also manage the workflow of customer service activities with the responsibility of providing user with hardware level support. Preferred qualifications: knowledge of desktop support skills, telecom and customer service is a huge plus!

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options, so you can focus on being the best at what you do and enjoying your life.

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.

NOTE: The core functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent's immediate manager.

Banner Health Leadership will strive to uphold the mission, values, and purpose of the organization. They will serve as role models for staff and act in a people-centered, service excellence-focused, and results-oriented manner.

MINIMUM QUALIFICATIONS

Associates degree and two plus years 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.