CSS Tech II - IS CLIENT SUP SVC

Kettering Health Network; Troy (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

Kettering Health Troy is seeking a Desktop Technician to provide end-user support for computing devices and incident management in a busy healthcare IT environment. You will resolve issues in accordance with SLAs and participate in deploying applications and technologies across hospitals and clinics.

The role requires an Associate degree or equivalent, 3+ years of IT experience, and certifications such as ITIL and CompTIA A+.

Qualifications

• Associate degree or equivalent combination of education, certification, and experience.
• 3+ years of relevant IT experience.
• ITIL and CompTIA A+ certifications within 2 years of hire.

Responsibilities

• Provides prompt end-user support and resolves issues according to SLAs.
• Maintains desktop environment support for assigned locations.
• Triages incidents and documents resolutions.
• Participates in deployment of new applications and technologies.
• Leads hardware request process and supports moves, adds, and changes.
• Supports major department-wide and hospital-wide projects.
• Mentors through on-the-job knowledge transfers.
• Participates in on-call schedule for after-hours support.
• Contributes to IS projects and inventory management.
• Performs Desktop Technician responsibilities as needed.

Skills

Communication

Collaboration

Problem solving

Adaptability

Education

Associate degree or equivalent combination of education, certification, and experience

ITIL certificate

CompTIA A+ Certification

Tools

ITIL cert

CompTIA A+ cert

Job description

Job Details

Kettering Health Troy | Troy | Full Time | First Shift

Responsibilities & Requirements

Job Summary:

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.

Preferred Qualifications

Job Requirements

Education

• Associate degree or equivalent combination of education, certification, and experience

Work Experience

• 3+ years of relevant IT (Information Technology) experience required

Licenses, Certifications and Registrations

Obtain applicable certifications within 2 years of hire, when required.

• ITIL (Information Technology Infrastructure Library) certificate (Information Technology Infrastructure Library)
• CompTIA A+ Certification (Computer Technology Industry Association)

Skills

Character

• 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.

Competencies

• 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

Essential Functions

• 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 in 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 and knowledge documentation.
• Participates in the on-call schedule to provide as-needed support during off-hours.
• Leads in IS related projects as directed and assists with technology refresh, inventory management, system imaging/staging, and materials distribution.
• Performs the responsibilities of a Desktop Technician as needed.

New Hire/Annual Competencies

Annual competencies evaluated, as required for the position:

• IS Leadership Development Program
• Annual Mandatory Education

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.