Technician I - Field Services

About the role

Primary City/State: Shea Medical Center - 9003 E Shea Blvd Scottsdale, AZ 85260

• Category: IT Support
• Shift: Day
• Department: IT Customer Service
• Monday-Friday 7:00am-3:30pm

Great care starts with great people. (Like you.)

At HonorHealth, you'll find something special. From humble beginnings in 1927 to one of Arizona's largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most - caring for the health and well-being of people and communities across the greater Phoenix area.

Job Summary

The Field Services Technician I installs, diagnoses, repairs, maintains and upgrades PC hardware, software, operating systems, mobile devices, clinical devices & applications, radiology devices, telephone system components, network devices, and peripherals.

In addition, the Field Services Technician I will perform routine operational tasks and project work, performs regular maintenance, support duties as directed and participates in a support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task

Essential Functions

• At an entry to intermediate level of experience / expertise, responds to incidents & requests escalated from the Service Desk and employee self-service site. Proactively identifies, documents, and addresses problems, errors, and unreported incidents. Performs after hours incident support as appropriate, reports for emergency response and performs tasks assigned.

Additional information

Packages & un-packages equipment. Installs & deploys, and troubleshoots hardware & software of all technologies under the purview of the IT Department. Performs tasks associated with returning defective and broken items for warranty repair. Reimages computers, assesses the need for technology refresh and replacement, and performs regular maintenance and support duties as directed by management. May need build phones, access network equipment, or learn technology of other departments to help troubleshoot the system, rather than a device.

Analyze problems to identify the root cause, troubleshoot and resolve or escalate incidents as needed.

Documents and submits new content to the knowledgebase

• Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customers. Builds positive working relationships with team members, managers & all departments.

Prioritizes and responds promptly based on severity levels to needs of the customer. Proactively or timely recognizes opportunities for service recovery and acts to resolve issues. Document all work completed within the current ticketing system.

• Consistently lives out the commitment to the HonorHealth tenets of service excellence as illustrated in daily interactions with staff, faculty, physicians, patients, their families and others outside of HonorHealth: Customer Centered, Service Focused, Quality Driven, Resource Wise, Growth Oriented

Maintains a professional appearance for both themselves and their work environment.

• Completes IT Governance & IT project job assignments to ensure achievement of established project milestones.

Education

• High School Diploma or GED Required
• Associates in relevant discipline Preferred

Experience

• 1 year of experience at the Service Desk or performing Technology Support; A+ certification or Associate's Degree in relevant discipline many be used in lieu of 1 year of experience Required
• 2 years or more years of experience at the Service Desk or performing Technology Support Preferred

License and Certifications

• A+ certification Network+ certification; ITIL Foundation; Microsoft MCSA: Windows 10, BICSI Installer, CCENT or comparable certifications. Preferred

We're all in for your career.