IT Project Services Technician III

*Must reside in the greater Phoenix area

Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients. You'll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact.

HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more.

Join us. Let's go beyond expectations and transform healthcare together.

HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses nine acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With more than 16,000 team members, 3,700 affiliated providers and over 1,100 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.

• At an advanced to mastery level of experience / expertise, responds to incidents & requests escalated from the Service Desk, employee self-service site, and Field Services Technician Level I & Level II personnel. 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.
  Installs & deploys, and troubleshoots hardware & software. 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. Packages & un-packages equipment.
  Analyze problems to identify the root cause, troubleshoot and resolve or escalate incidents as needed.
  Documents and submits new content to the knowledgebase.
  Assist in the development and publishing of site operational / Key Performance Indicator reports.
  Participate in a 24 hours a day, 7 days a week support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment.
  Further, the Technician III will follow one of two general orientations - Leadership Track and Technical Track
  Leadership Track:
  Rounds throughout the site, working with Business Leadership to explicitly seek unidentified Problems, Incidents, and Requests.
  Creates process maps, new framework, and processes around Field Services functions.
  Develops training materials for customers and staff.
  Attends Business Huddles as assigned to represent IT, and take proactive action against any issues discussed.
  Technical Track:
  Identify candidates for technical Problem Management efforts.
  Act as a liaison / point of contact with the Engineering and Applications teams for technical root cause analysis.
  Provide deep-dive technical support for site issues and IT projects.
  Recommend and / or develop technical solutions for end user support issues.
  
• 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.
  
• 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, and 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.