Deskside Analyst

Cincinnati Children's Hospital Medical Center; Cincinnati (OH); On-site; USD 50,000 - 62,000; Full time

Job summary

Cincinnati Children's Hospital Medical Center is seeking a Deskside Analyst to join the IS Client Services team. You will troubleshoot hardware and software issues, support a wide range of devices, and ensure clinicians and staff remain connected and productive.

You will resolve incidents, document fixes, and work closely with IT teams to deliver high‑quality user support in a mission‑driven healthcare environment.

Qualifications

• Associate degree or equivalent 1+ years of related work experience.
• Experience in a desk side/field IT support environment preferred.
• Strong customer service and communication skills.

Responsibilities

• Operating System Support and Microsoft applications support.
• Troubleshoot hardware and software issues across devices.
• Maintain and update Deskside documentation and incident entries.
• Provide end‑user support to clinicians, staff and leadership.
• Ensure efficient resolution and follow‑up with customers.

Skills

Associate degree

Education

Associate degree or equivalent

Job description

Primary LocationOffices at Vernon PlaceDepartmentIS Client ServicesShiftDay (United States of America)ScheduleFull timeWeekly Hours40FTE1Employee StatusRegular*Expected Starting Pay Range$23.90 - $29.88*Starting pay is based on experience, skills, and equity; exceptions may apply for highly qualified candidates. Additional pay (e.g., shift, on-call, or weekend differentials) and benefits may apply. Annual pay may vary based on FTE status.

At Cincinnati Children's Hospital Medical Center, we believe technology plays a critical role in advancing pediatric healthcare and improving the lives of children and families. As a Deskside Analyst, you will be on the front lines of our technology support team, delivering exceptional service and hands-on technical expertise that keeps our clinicians, researchers, and staff connected and productive. In this role, you will troubleshoot hardware and software issues, support a wide range of devices and applications, and ensure our teams have the reliable technology they need to deliver world-class care. If you enjoy solving problems, helping others, and working in a mission-driven environment where your work truly makes a difference, this is the opportunity for you.

JOB RESPONSIBILITIES

• Operating System Support
• Support Microsoft applications and Operating Systems.
• Support shrink wrapped software.
• Support clinical and non-clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings and being able to identify systemic application issues.
• Support device & driver setup.
• Troubleshoot connectivity issues on both local and networked printers.
• Troubleshooting application-specific issues related to printing.
• Identify software and hardware issues on different equipment types such as desktops, laptops, handhelds and wireless devices.
• Support peripheral equipment (e.g., barcode scanners, media burners, etc.).
• Support Windows 10/11, IOS, Android, and various operating systems.
• Setup & Troubleshoot smartphones and tablet devices .
• Review and update Deskside documentation to include instructions, fixes, processes & procedures.
• Make recommendations for changes/improvements.
• Maintain Incident Management entries ensuring that they are up-to-date at all times.
• Technology Support
• Microsoft applications and Operating Systems.
• Support shrink wrapped software.
• Support clinical and non-clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings as well as being able to identify systemic application issues.
• Customer Support
• Ensure outstanding end‑user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support.
• Adhere to and promote continual adoption of change management policies and procedures.
• Model outstanding customer service behavior, including timely and effective follow‑up with customers.
• Communication
• Excellent verbal, written, and interpersonal communication skills.
• Ability to relate to various age and demographic background.

JOB QUALIFICATIONS

• Associate's degree in related field or equivalent 1+ years of work experience in a related job discipline OR equivalent combination of education and experience

PREFERRED QUALIFICATIONS

• Experience providing deskside / field support for Windows based environments, including laptops, desktops, peripherals, and mobile devices in a large enterprise or healthcare setting.
• Working knowledge of Windows OS, Microsoft 365 applications, and basic network connectivity troubleshooting (VPN, WiFi, printers, docking stations).
• Experience supporting clinical or administrative end users in a fast paced environment with minimal downtime tolerance.
• Familiarity with incident, request, and asset management tools (e.g., ServiceNow or similar ticketing systems).
• Experience following standard operating procedures, escalation paths, and documentation standards within an IT support organization.
• Demonstrated ability to provide high touch, customer focused support, including clear communication with nontechnical users such as clinicians, staff, and leadership.
• Strong interpersonal skills with the ability to prioritize, triage, and manage multiple requests in real time.
• Experience working in a healthcare, hospital, or regulated environment, with awareness of privacy, security, and patientcare sensitivity.
• Ability to work independently in the field while remaining aligned with centralized IS Client Services teams.

About Us

At Cincinnati Children's, we come to work with one goal: to make children's health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children's.

Recognized by U.S. News & World Report as atop 10 best Children's Hospitals in the nation for more than 15 years

Consistently among the top 3 Children's Hospitals for National Institutes of Health (NIH)Funding

Recognized as one of America's Best Large Employers (2025), America's Best Employers for New Grads (2025)

One of the nation'sAmerica's Most Innovative Companiesas noted by Fortune

Consistently certified as great place to work

A Leading Disability Employeras noted by theNational Organization on Disability

Magnet® designated for the fourth consecutive time by theAmerican Nurses Credentialing Center (ANCC)

We Embrace Innovation-Together.

We believe in empowering our teams with the tools that help us work smarter and care better. That's why we support the responsible use of artificial intelligence. By encouraging innovation, we're creating space for new ideas, better outcomes, and a stronger future-for all of us. Comprehensive job description provided upon request.

Cincinnati Children's is proud to be an Equal Opportunity Employer committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/Veteran/Disability