Cincinnati Children's Hospital Medical Center - Technical Support Careers

Technical Support Jobs
at Cincinnati Children's Hospital Medical Center

Full Job Title: ANLYST-DESKSIDE SUPPORT

Job Number: 95944

Location: Cincinnati, OH

Date Posted: 11-29-2017



DEPARTMENT: Information Services

SUPERVISOR'S TITLE: Supervisor - Client Services

TITLES SUPERVISED: N/A

TOTAL NUMBER OF FTE'S DIRECTLY SUPERVISED: 0

TOTAL NUMBER OF FTE'S INDIRECTLY SUPERVISED: 0

PURPOSE OF POSITION: To respond, diagnose, and resolve a wide variety of inquiries and problems related to personal computer hardware and software, mobile devices, network connectivity, and telecommunications.

Responsibilities
·Operating System Support
Support Windows XP & 7 and Mac OS X. Make recommendations on changes to core software images. Ensure system integrity by identifying and repairing corrupt system files, including infection due to spyware or other malware.
·Application 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.
·Printer and Device Support
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.)
·Mobile Device Support
Support Android, iOS, and RIM operating systems. Setup & Troubleshoot smartphones and tablet devices (i.e., Blackberry, iPhone, iPad).
·Documentation
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.
·Customer Service
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. Always maintain CCHMC's service standards of being Courteous, Attentive, Respectful and Enthusiastic team members, and Safe (CARES). Other duties as assigned.

Skills & Competencies
·Workflow - Advanced
Advanced skills in organizational and workflow efficiency
·Diversity Appreciation
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
·MS Office - Intermediate
Proficient in Microsoft Office programs
·Lifting
The ability to carry and/or lift a minimum of 50 pounds
·Organization
Strong organizational and project management skills to handle projects independently.
·Professional Demeanor
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor
·Problem Solving
Ability to independently work through details of a problem to reach a positive solution
·Communication
Excellent verbal, written and/or interpersonal communication skills

Required:
·Bachelor's Degree in a related field OR Equivalent combination of education and experience

Preferred:
·3 years related experience
·Related certification

Cincinnati Children’s is an Equal Opportunity Employer. Qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, age, genetic information, physical or mental disability, military or veteran status, sexual orientation, gender identity/expression, or other protected status in accordance with applicable federal, state, and local laws and regulations. If you would like more information about equal employment opportunity (EEO) rights as an applicant under the law, please click here

Cincinnati Children’s will not discriminate against applicants and employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. If you would like more information about the Pay Transparency Nondiscrimination Provision, please click here