Sun Health is looking for a big-hearted, invested, and thorough IT Field Technician to join our vibrant team at our Administration Office in Surprise, AZ.

Why Sun Health?

Sun Health has supported healthcare in the West Phoenix metropolitan area for over 50 years and continues its mission to champion superior health and wellbeing through philanthropy, inspired living, and wellness programs.

Sun Health's core purpose is to empower people to enjoy living longer and more purposeful lives, and our team members lead the way in education, advocacy, and care for our residents and community.

Sun Health was recently:

• certified as a Great Place to Work by our employees in 2020, 2021 and 2022,
• awarded a top 10 spot on the national Fortune Best Workplaces for Aging Services™ 2020 and 2021 list, and
• awarded a Platinum award in 2019, 2020 & 2021 through the Healthy Arizona Worksites Program.

Benefits offered for this position include:

• Paid Time Off and Sick Time
• Medical, dental & vision
• 401k with immediate vesting & up to 4% employer match
• Tuition Reimbursement
• Scholarships
• Career and leadership development opportunities
• Employee Health and Wellbeing programs & rewards
• Community volunteer opportunities
• Discount Programs through The Employee Network
• Employee Association: Nonprofit supporting team members in need

A comprehensive list of benefits for all positions can be found here: https://www.sunhealth.org/careers#benefit

Statement of Purpose: IT Field Technician role is to support and maintain Sun Health Senior Living technology equipment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all corporate workstations and printers and phones while ensuring its optimal performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

Compensation: This position is hourly and non-exempt from overtime.

Major Tasks, Duties, and Responsibilities:

• Assist in developing long-term strategies and capacity planning for meeting future hardware and corporate technology needs.
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.
• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.
• Act as the IT point of contact and second level of support at the client sites.
• Identify and deliver timely response according to company service level agreements and policies.
• Liaise with, and provide training and support to, end users and staff on equipment operation and other issues.
• Perform onsite analysis, diagnosis, and resolution of complex device problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, related to hardware and software, peripheral devices, printing/scanning devices, presentation equipment, and other products in order to meet established service levels.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
• Receive and respond to incoming calls from the IT Service Desk regarding end user concerns.
• Ensure that network connectivity is properly working in corporate issued devices.
• Ensure VoIP phone system is configured correctly to meet the operational need of the user.
• Develop and maintain an inventory of all computers, monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment.
• Document instances of hardware failure, repair, installation, and removal.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Liaise with third-party support and equipment vendors as necessary.
• Recommend, schedule, and perform hardware and peripheral equipment improvements, upgrades, and repairs.
• Provide device and peripheral operational status reports.
• Technical writing and documentations of procedures, processes including disaster recovery and business continuity plans.
• Demonstrate the Sun Health Vibrant Living culture and provides all customers/audience with an excellent service experience by consistently demonstrating Sun Health behaviors (the 6 Cs) each and every day.

Qualifications:

• Bachelor Degree in the field of computer related discipline preferred.
• Minimum of 5 years' experience in Help Desk / Desktop Support / Computer Support environment or other relevant experience.
• Excellent technical knowledge of PC and workstation hardware, including Lenovo, Dell, HP and Apple.
• Excellent technical knowledge of PC internal components, including CPU, GPU, memory, and wired/wireless NIC.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with desktops, laptops, notebooks, tablets, smart devices, MFDs, telephony, printers and projectors.
• Working technical knowledge of current protocols, operating systems, and standards, including Windows 7, Windows 8.x, Windows 10Pro, O365, Active Directory services, and the OSI model.
• Able to read, write and understand technical manuals, procedural documentation, and OEM guides.
• Possess current or ability to obtain a Level 1 Fingerprint Clearance Card is required.
• Ability to travel in own vehicle, current Driver's license and auto insurance is required.
• Occasional travel (up to 25%) as required.