Engineer II - Network

HonorHealth is one of Arizona’s largest nonprofit healthcare systems, dedicated to caring for the health and well-being of communities across the greater Phoenix area. The Network Engineer II role involves researching, developing, testing, and documenting WAN and LAN infrastructure, as well as providing end user application support and performing routine operational tasks. The position also includes mentoring and participating in a support on-call rotation to facilitate incident resolution and project task fulfillment.

Responsibilities:

• Provides end user application support, defines & documents incident scope, uses critical thinking to analyze problems, identifies root cause, troubleshoots issues to achieve first call resolution or escalate issues when appropriate. Triages and prioritizes incidents, monitors incidents status, takes ownership and follow-ups with other departments to ensure timely issue resolution. Reports for emergency response and perform assigned tasks. Follows up with customers to obtain additional information and ensure incident resolution. Utilizes application tools, assists users with access & provisioning, installs & deploys applications. 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
• 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

Requirements:

• High School Diploma or GED and some college level coursework in Information Technology
• 1 year service/help desk or call center environment
• Must be familiar with Windows, Mac OS, Troubleshooting various devices desktop, laptop, mobile devices, printers, and telephones
• Associate's Degree Computer Science, Computer Information Systems, or a related discipline
• 2 years experience in Networking and Active Directory
• Experience in a Healthcare environment
• HDI Support Center Analyst, A+, ITIL Foundation Upon Hire