Deskside Analyst

Cincinnati Children's; Cincinnati (OH); On-site; USD 32,924 - 41,162; Full time

Job summary

Cincinnati Children’s Hospital Medical Center is seeking a Deskside Analyst to join the IS Client Services team, providing hands-on technical support to clinicians and staff. You will troubleshoot hardware and software, configure devices, and ensure reliable access to applications across Windows, mobile devices, and networked printers.

This role emphasizes customer service, thorough documentation, and adherence to change-management procedures to maintain high-quality end-user support.

Qualifications

• This role requires an Associate's degree or equivalent and at least 1 year of related experience.
• Experience providing deskside support in a large enterprise/healthcare setting is preferred.
• Strong knowledge of Windows OS, Microsoft 365, and basic network troubleshooting.

Responsibilities

• Provide deskside/field support for Windows environments, peripherals, and mobile devices.
• Troubleshoot hardware and software issues across desktops, laptops, and printers.
• Configure devices, apps, and settings; update documentation and SOPs.
• Assist clinicians, staff, and leadership with timely, clear communication.
• Maintain incident-management entries and monitor SLAs.
• Adhere to change-management policies and procedures.

Skills

Deskside support

Windows OS

Microsoft 365

Phone/Email support

Customer service

Attention to detail

Education

Associate's degree or equivalent

1+ years related experience

Tools

ServiceNow

Job description

Job Details

• Expected Starting Pay Range: $23.90 - $29.88
• Starting pay based on experience, skills, equity; additional pay may apply for shift/on‑call/weekend; benefits may apply. Annual pay may vary based on FTE status.
• Primary Location: Offices at Vernon Place
• Department: IS Client Services
• Shift: Day (United States of America)
• Schedule: Full time
• Weekly Hours: 40
• FTE: 1
• Employee Status: Regular

About the Role

At Cincinnati Children’s Hospital Medical Center, 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 clinicians, researchers, and staff connected and productive.

This role involves troubleshooting hardware and software issues, supporting a wide range of devices and applications, and ensuring our teams have reliable technology to deliver world‑class care.

Job Responsibilities

• Support Microsoft applications and operating systems.
• Support shrink‑wrapped software.
• Support clinical and non‑clinical CCHMC applications, including configuration and setting adjustments and identification of systemic application issues.
• Support device and driver setup.
• Troubleshoot connectivity issues on local and networked printers.
• Troubleshoot application‑specific printing issues.li>
• Identify software and hardware issues on desktops, laptops, handhelds, and wireless devices.
• Support peripheral equipment (e.g., barcode scanners, media burners).
• Support Windows 10/11, iOS, Android, and various operating systems.
• Set up and troubleshoot smartphones and tablet devices.
• Review and update Deskside documentation, including instructions, fixes, processes, and procedures.
• Make recommendations for changes and improvements.
• Maintain incident‑management entries and ensure they are up to date.
• Ensure outstanding end‑user support, including monitoring of service‑level agreements.
• Adhere to and promote change‑management policies and procedures.
• Model outstanding customer service behavior, including timely and effective follow‑up with customers.
• Communicate effectively, both verbally and in writing.

Job Qualifications

• Associate's degree in a 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 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, Wi‑Fi, 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 non‑technical users such as clinicians, staff, and leadership.
• Strong interpersonal skills and 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 patient‑care sensitivity.
• Ability to work independently in the field while remaining aligned with centralized IS Client Services teams.

Emergency Information

Comprehensive job description provided upon request.

EEO Statement

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.