Deskside Analyst

Cincinnati Children's

4d•$25 - $31•Onsite

About The Position

The Deskside Analyst provides hands-on technology support to clinicians, researchers, and staff at Cincinnati Children’s Hospital Medical Center. The role troubleshoots hardware and software issues, supports a range of devices and applications, and helps ensure users have reliable technology to perform their work. The analyst supports Microsoft applications and operating systems, shrink-wrapped software, clinical and non-clinical institutional applications, devices and drivers, printers, peripherals, smartphones, and tablets. The role also maintains deskside documentation and incident records, recommends improvements, and delivers customer-centered support in coordination with other teams. The position is based at the Offices at Vernon Place, is a regular full-time role, and has a day shift schedule of 40 hours per week.

Requirements

Associate's degree in a related field or equivalent.
At least 1 year of work experience in a related job discipline, or an equivalent combination of education and experience.
Excellent verbal, written, and interpersonal communication skills.
Ability to relate to people from various age groups and demographic backgrounds.

Nice To Haves

Experience providing deskside or field support in Windows-based environments, including laptops, desktops, peripherals, and mobile devices, in a large enterprise or healthcare setting.
Working knowledge of Windows operating systems, Microsoft 365 applications, and basic network-connectivity troubleshooting, including VPN, Wi-Fi, printers, and docking stations.
Experience supporting clinical or administrative end users in a fast-paced environment with minimal downtime tolerance.
Familiarity with incident, request, and asset-management tools such as ServiceNow or similar ticketing systems.
Experience following standard operating procedures, escalation paths, and documentation standards within an IT support organization.
Demonstrated ability to provide high-touch, customer-focused support and communicate clearly with nontechnical users, including clinicians, staff, and leadership.
Strong interpersonal skills and ability to prioritize, triage, and manage multiple requests in real time.
Experience in a healthcare, hospital, or regulated environment, with awareness of privacy, security, and patient-care sensitivity.
Ability to work independently in the field while staying aligned with centralized IS Client Services teams.

Responsibilities

Support Microsoft applications and operating systems, shrink-wrapped software, and clinical and non-clinical CCHMC applications, including adjusting configurations and identifying systemic application issues.
Set up and support devices and drivers, including desktops, laptops, handhelds, wireless devices, smartphones, and tablets.
Troubleshoot local and network printer connectivity and application-specific printing issues.
Identify hardware and software issues across different equipment types and support peripheral equipment such as barcode scanners and media burners.
Support Windows 10/11, iOS, Android, and various operating systems.
Review and update deskside documentation, including instructions, fixes, processes, and procedures, and recommend changes or improvements.
Keep Incident Management entries up to date.
Provide outstanding end-user support, monitor incident-management service-level agreements, and collaborate with other teams to ensure customer-centered support.
Follow and promote adoption of change-management policies and procedures.
Model outstanding customer service, including timely and effective follow-up with customers.
Communicate effectively with people from varied age groups and demographic backgrounds.