Deskside Analyst

CO00 Children's Hospital Medical Center; United States; On-site; USD 50,000 - 62,000; Full time

Job summary

Cincinnati Children’s Hospital Medical Center is seeking a Deskside Analyst to join our technology services team. You will troubleshoot hardware and software, support a wide range of devices and applications, and ensure clinicians, researchers, and staff stay connected and productive.

You will handle incident management, assist with Windows 10/11, mobile devices, printers, and network connectivity, and contribute to knowledge base updates and documentation.

Qualifications

• Associate's degree or equivalent required.
• 1+ years of related work experience or equivalent education/experience.
• Experience delivering deskside/field support in large environments is preferred.

Responsibilities

• Troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
• Support Windows 10/11, Microsoft 365 apps, and various clinical/non-clinical applications.
• Provide end-user assistance with printers, network connectivity, and device setup.
• Maintain and update incident management entries and documentation.

Skills

Verbal communication

Written communication

Interpersonal skills

Customer service mindset

Education

Associate's degree or equivalent

1+ years of related work experience

Tools

ServiceNow

Job description

Job Details

Primary Location: Offices at Vernon Place Department IS Client Services Shift Day (United States of America). Schedule: Full time, 40 hrs/week. FTE: 1. Status: Regular. Starting pay range: $23.90 - $29.88 per hour, based on experience, skills, and equity; additional pay for shift, on‑call, or weekend differentials may apply. Annual pay may vary based on FTE status.

Job Overview

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.

Responsibilities

Operating System Support

• Support Microsoft applications and Operating Systems.
• Support shrink wrapped software.
• Support clinical and non‑clinical CCHMC applications throughout the institution, including 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

• Support Microsoft applications and Operating Systems.
• Support shrink wrapped software.
• Support clinical and non‑clinical CCHMC applications throughout the institution, including 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 Skills

• Excellent verbal, written, and interpersonal communication skills.
• Ability to relate to various age and demographic background.

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.

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.