Healthcare IT Desktop Support Specialist II

Kettering Health; Kettering (OH); On-site; USD 52,000 - 72,000; Full time

Job summary

Kettering Health in Miamisburg, OH, seeks an experienced IT support professional to provide desktop and end-user assistance across hospitals and clinics. You will respond to incidents, triage issues, and assist with deployments while maintaining SLAs.

The role emphasizes patient care, collaboration with IS teams, and adherence to established procedures. On-site duties require flexibility for day shifts in a healthcare setting.

Qualifications

• Associate’s degree or equivalent of education, certification, and experience.
• 2 years Customer Service experience required.
• 3+ years of relevant IT experience required.
• ITIL certificate (ITIL)
• CompTIA+ Certifications (A+, Network+, Security+, Server+, etc.)
• HDI Desktop Advanced Support Technician
• 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.
• 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

Responsibilities

• 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 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.
• Serves as knowledge lead for CSS team.
• Participates in the on-call schedule to provide as-needed support during off-hours.
• Leads in IS related duties as directed and assists with technology refresh, inventory management, system imaging/staging, and materials distribution.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

Associate’s degree or equivalent of education, certification, and experience

ITIL certificate

HDI Desktop Advanced Support Technician

CompTIA+ Certifications (A+, Network+, Security+, Server+, etc.)

Job description

Kettering Health in Miamisburg, OH, seeks an experienced IT support professional to provide desktop and end-user assistance across hospitals and clinics. You will respond to incidents, triage issues, and assist with deployments while maintaining SLAs.

The role emphasizes patient care, collaboration with IS teams, and adherence to established procedures. On-site duties require flexibility for day shifts in a healthcare setting.