- Location
- Banner Payson Med Ctr (807 S Ponderosa St), United States of America
- Workplace
- Onsite
- Type
- Full-time
- Education
- Bachelor
- Source
- Workday
Description
Primary City/State:
Payson, ArizonaDepartment Name:
IT Service DeliveryWork Shift:
DayJob Category:
Information TechnologyBanner Health was named to Fortune’s Most Innovative Companies in America 2025 list for the third consecutive year and named to Newsweek's list of Most Trustworthy Companies in America for the second year in a row. We’re proud to be recognized for our commitment to the latest health care advancements and excellent patient care.
In this position as an IT Coordinator II, you will manage and resolve IT service requests and support incidents across one or more facilities. This role serves as a key liaison between facility staff and the IT department, ensuring high-quality customer service and timely project delivery. In this role, you will assign, monitor, and resolve IT service requests and support incidents while leading IT projects for single or multiple small facilities. You will communicate with customers throughout the entire service lifecycle and independently triage network, application, and infrastructure issues. Additionally, you will coordinate the installation and maintenance of desktop, mobile, and telephony equipment, manage IT procurement and asset management, and provide guidance as an escalation point for junior team members.
The typical schedule for this position is Monday through Friday, 8:00 AM to 5:00 PM, with limited scheduling flexibility. On-call support is required, including coverage on some holidays. This is an onsite role based primarily at Banner Payson Medical Center in Payson, Arizona. This is a rural 25 bed Critical Access hospital , as well as surrounding clinics. An ideal candidate would have a Bachelor's degree or combination of education and relevant work experience who is self-motivated and able to work independently. Previous experience with assigning daily workloads and tasks as well as general knowledge of information technology and healthcare is desirable.
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.
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.
MINIMUM QUALIFICATIONS
Experience and education as normally obtained through an Associate’s degree and one year relevant experience 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.
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