CSS Tech II - IS CLIENT SUP SVC

Kettering Health•Kettering, OH

About The Position

This position works extensively with the incident management system and is responsible for fulfilling end user requests and resolving issues on computing devices in accordance with established SLAs and IS/Field Services procedural standards. Provides major project support in addition to moves, adds and changes for hospitals, doctor’s offices, and community health centers according to project schedules. Triages and prioritizes incoming issues according to guest impact, patient safety and project timelines. Adapts to constant changes in the technology environment brought in to support clinical and business initiatives.

Requirements

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

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.