CSS Tech II - IS Client Sup Services

Kettering Health Network; South Dale (OH); On-site; USD 42,000 - 65,000; Full time

Job summary

Kettering Health Network in Miamisburg, OH, is seeking a Desktop Support Analyst to provide end-user support, manage incidents, and ensure SLAs for hospitals, clinics, and remote locations.

You will triage issues, deploy applications, lead hardware requests, mentor teammates, and participate in after-hours on-call support. Requires an associate degree or equivalent, 3+ years IT experience, and ITIL/CompTIA certifications.

Qualifications

• Associate’s degree or equivalent of education, certification, and experience.
• 2 years Customer Service experience required
• 3+ years of relevant IT experience required
• ITIL and CompTIA certifications required

Responsibilities

• Provide prompt desktop support and identify root cause.
• Support assigned location and remote sites.
• Triage incidents and document resolutions.
• Deploy applications and technologies to workstations.
• Lead hardware requests and moves/changes.
• Provide major project support for large initiatives.
• Mentor teammates and act as CSS knowledge lead.
• Participate in on-call schedule for after-hours support.
• Assist with inventory management and system imaging.

Skills

Customer service

Desktop support

ITIL Certification

CompTIA Certifications

Communication skills

Team collaboration

Problem solving

Servant leadership

Education

Associate’s degree or equivalent

Job description

Job Details

Support Services| Miamisburg| Full Time| Days

Responsibilities & Requirements

This position works extensively with the incident management system and is responsible for fulfilling end user requests and resolving issues on computing devices in accordance with established SLAs and IS/Field Services procedural standards. Provides major project support in addition to moves, adds and changes for hospitals, doctor’s offices, and community health centers according to project schedules. Triages and prioritizes incoming issues according to guest impact, patient safety and project timelines. Adapts to constant changes in the technology environment brought in to support clinical and business initiatives.

Job Requirements:

• Associate’s degree or equivalent of education, certification, and experience
• 2 years Customer Service experience required
• 3+ years of relevant IT (Information Technology) experience required
• ITIL (Information Technology Infrastructure Library) certificate (Information Technology Infrastructure Library)CompTIA + Certifications (A+, Network +, Security +, Server+, etc.)
• HDI Desktop Advanced Support Technician
• Serves with humility. Has a seek-first-to-understand mentality. Is a caring servant leader.
• Seeks wisdom. A self-starter in developing themselves. Driven by curiosity to proactively learn and innovate. Has the heart of a learner.
• Builds trust. Develops healthy, collaborative relationships.
• Possesses excellent communication and collaboration skills with the ability to interact effectively with teams and customers
• Works within the defined standard processes, systems, and frameworks
• Demonstrates flexibility, adaptability, and prioritization skills

Job Responsibilities:

Provides prompt support for customer issues, identifying the root cause and developing creative solutions to correct problems. Consistently utilizes critical thinking and analytic abilities in seeking and resolving issues.

Provides dedicated desktop environment support to an assigned location or business area/function (hospitals, Health Centers and remote locations.)

Triages desktop support incidents: responding to break/fix service requests, identify and resolve workstation issues remotely or by visiting end-user PCs and documenting all resolutions.

Participates in the deployment of new applications and technologies to workstations and computing devices by becoming subject matter experts and collaborating with vendors and other IS organizations.

Leads the hardware request process (receive, assess, deliver and install) and support moves, adds, and changes for departments.

Provides major project support for large department-wide and hospital-wide efforts including new construction projects in sometimes compressed schedules.

Mentors and trains through on-the-job knowledge transfers.

Serves as knowledge lead for CSS team.

Participates in the on-call schedule to provide as-needed support during off-hours.

Leads in IS related duties as directed and assists with technology refresh, inventory management, system imaging/staging, and materials distribution.

Overview

Kettering Health is a not-for-profit system of 14 medical centers and more than 120 outpatient facilities serving southwest Ohio. Our mission is to live God’s love by promoting and restoring health. Our commitment to our patients is to help individuals be their best. With that context, safety is our top priority. We provide an integrated system of healthcare experts committed to providing exceptional care.