Primary City/State:

Mesa, Arizona

Department Name:

IT Service Delivery

Work Shift:

Day

Job Category:

Information Technology

As an IT Coordinator III, you will engage with teams from across the organization to ensure that IT considerations are identified and that projects are completed successfully. This position works across Acute, Ambulatory, and Corporate sites and its primary responsibilities include: participating in project meetings, assessing customer needs, making IT endpoint recommendations, producing budget estimates, placing equipment orders, drafting IT documentation, creating project schedules, assisting with hardware/software deployment, and supporting go-lives.

The typical schedule for this role is Monday-Friday 8am-5pm with some flexibility required to support project priorities. The primary location for this role is Banner Corporate Center Mesa, but projects may span across all Banner locations within the AZ Metro area. This is an on-site position with limited remote capabilities. Banner Health IT was awarded Inside Pro and Computerworld's 100 Best Places to work in IT for 2020, 2021, 2022 and 2023

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 manages workflow of customer service requests and is responsible for providing user level support for assigned IT activities. This position is responsible for managing IT projects that may include system, facility and/or construction initiatives with varying levels of complexity. 

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 and provide multidisciplinary services in accordance with each job description in support of the assigned service area. Serves as a liaison between facility staff and information technology. Communicates with customers throughout the lifecycle of the provided service to ensure the customer stays informed.

2. Leads projects through interactions with customers, support services and vendor partners. Assessing, designing, planning and developing detailed specifications for project assignments. Attends or facilitates routine meetings; participating in the support of large-scale 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. Plan, prioritize, direct and schedule support incidents and service requests from customers and routine assignments. Ensures appropriate resources are deployed to meet customer business, clinical or technical needs. 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. Participates as a team member for vendor selection. 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 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. Conducts needs assessment and provides recommendations to information technology leadership identifying basic customer, departmental, and/or facility/location software and/or hardware needs. May determine and design end user training and curriculum for applications and systems Facilitates the initial rollout and ongoing training of the user community. Provides guidance and serves as escalation point to junior members of the department.

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.

MINIMUM QUALIFICATIONS

Bachelor's degree or four plus years equivalent working knowledge in similar role.

Strong work ethic and initiative. Has successfully participated in a team environment across the system. Strong customer service skills. Strong organizational skills. Has proven communication and presentation skills to engage technical and non-technical audiences at all levels of staff and management.    

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

Experience with assigning daily workloads and tasks. General knowledge of information technology and healthcare. Experience working on IT projects

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

PREFERRED QUALIFICATIONS

A+ Certification. Net+ Certification.    

Additional related education and/or experience preferred.

EEO Statement:

EEO/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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