CSS Tech II - IS CLIENT SUP SVC

Kettering Health; Xenia (OH); On-site; USD 52,000 - 78,000; Full time

Job summary

Kettering Health Greene Memorial in Xenia, OH is seeking a Desktop Technician for first shift. The role focuses on end-user support, incident management, and deployment of applications to hospital workstations.

You will triage issues, document resolutions, and collaborate with IS teams and vendors to meet SLAs. Responsibilities include hardware requests, moves, adds, changes, and participation in project initiatives across clinical and non-clinical locations.

Qualifications

• Associate degree or equivalent combination of education, certification, and experience.
• 3+ years of relevant IT experience required.
• ITIL certificate (ITIL)
• CompTIA A+ Certification (CompTIA)

Responsibilities

• Provides prompt support for customer issues, identifying the root cause and developing creative solutions.
• Provides dedicated desktop environment support to an assigned location or business area/function.
• Triages desktop support incidents: responding to break/fix service requests, diagnosing issues remotely or on-site, and documenting resolutions.
• Participates in deployment of new applications and technologies to workstations in collaboration with vendors and other IS teams.
• Leads in the hardware request process (receive, assess, deliver and install) and supports moves, adds, and changes for departments.
• Supports large department-wide and hospital-wide projects including new construction schedules.
• Mentors and trains through on-the-job knowledge transfers.
• Participates in on-call schedule for off-hours support.

Skills

Communication

Team collaboration

Prioritization

Customer service

Education

Associate degree or equivalent

Information Technology certifications

Tools

ITIL

CompTIA A+

Job description

Job Details

Kettering Health Greene Memorial | Xenia | 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.
• Perform 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.