CSS Tech Sr. - IS Client Support Services

Kettering Health•Miamisburg, 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. Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Requirements

Associate’s degree or equivalent of education, certification, and experience
2 years Customer Service experience requires
5+ 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.)
Certified Network Computer Technician (CNCT) or MS Certification
HDI Certification Service Management Optimization
CCNA (Cisco Certified Network Associate) or equivalent
Process Improvement methodology certification (this includes Kettering Health certification)

Responsibilities

Serve as a mentor and trainer to the team in complex end user desktop environment.
Receive escalated request/incident tickets, analyze and troubleshoot complex problems, and develop creative solutions.
Lead in documenting desktop solutions in the department Knowledge Base for reference by team members.
Leadership role in the implementation of projects upgrades, technology updates, and enhancements.
Conduct end-user training and provide targeted end-user support during implementation.
Leadership in creating support structures (procedures, security, etc.) for technologies within assigned area of expertise.
Train and orient Desktop Technicians and other team members on these technologies.
Assist in improving the configuration and support of end-user networked devices, such as printers, tablets, netbooks, etc.
Assist in improving core ITSM Value Streams (incident, problem, requests, CMDB, HAM, scrum, projects, etc.) using Lean methodologies and PDCA framework.
Maintain and administer back-end desktop support systems.
Be the subject matter expert within assigned area of expertise.
Collaborate and assist other Information Systems teams in the design, configuration, and maintenance of technologies.
Participate in the on-call schedule to provide desktop support during off hours.