CSS Tech II - IS CLIENT SUP SVC

Kettering Health•Xenia, OH

18h•Onsite

About The Position

The CSS Tech II works extensively with the incident management system to fulfill end-user requests and resolve issues on computing devices in accordance with established SLAs and IS/Field Services procedural standards. The position provides desktop support for an assigned location or business area, including hospitals, health centers, and remote locations. It also supports major projects and moves, adds, and changes across hospitals, doctors’ offices, and community health centers, following project schedules. Incoming issues are triaged and prioritized based on guest impact, patient safety, and project timelines. The role adapts to ongoing changes in the technology environment that support clinical and business initiatives. The position provides prompt support for customer issues, investigates root causes, and develops solutions. It handles desktop incidents remotely or through visits to end-user PCs, documents resolutions, supports workstation technology deployments, and leads hardware requests and department moves, adds, and changes. The role also contributes to large-scale projects, provides knowledge transfer and training, participates in an on-call schedule for off-hours support, and assists with technology refreshes, inventory, system imaging and staging, and materials distribution. Desktop Technician duties may also be performed as needed.

Requirements

Associate degree or an equivalent combination of education, certification, and experience.
At least 3 years of relevant IT experience.
Obtain applicable certifications within 2 years of hire when required.
Excellent communication and collaboration skills, with the ability to interact effectively with teams and customers.
Ability to work within defined standard processes, systems, and frameworks.
Flexibility, adaptability, and prioritization skills.
Critical-thinking and analytical abilities for investigating and resolving issues.
Demonstrated humility, a seek-first-to-understand approach, and a caring servant-leader mindset.
Curiosity, initiative in self-development, and a willingness to learn and innovate.
Ability to build trust and develop healthy, collaborative relationships.

Nice To Haves

ITIL certificate.
CompTIA A+ Certification.

Responsibilities

Provide prompt support for customer issues, identify root causes, and develop solutions.
Provide dedicated desktop environment support for an assigned location or business area, including hospitals, health centers, and remote locations.
Triage desktop support incidents, respond to break/fix service requests, resolve workstation issues remotely or in person, and document resolutions.
Participate in deploying new applications and technologies to workstations and computing devices by developing subject-matter expertise and collaborating with vendors and other IS organizations.
Lead the hardware request process, including receiving, assessing, delivering, and installing hardware; support departmental moves, adds, and changes.
Provide support for large department-wide and hospital-wide projects, including new construction projects that may have compressed schedules.
Mentor and train others through on-the-job knowledge transfers and knowledge documentation.
Participate in the on-call schedule to provide as-needed support during off-hours.
Lead IS-related projects as directed and assist with technology refresh, inventory management, system imaging and staging, and materials distribution.
Perform Desktop Technician responsibilities as needed.
Triage and prioritize incoming issues according to guest impact, patient safety, and project timelines.