Deskside Analyst

Cincinnati Children's•Greendale, WI

4d•Onsite

About The Position

At Cincinnati Children’s Hospital Medical Center, technology plays a critical role in advancing pediatric healthcare. As a Deskside Analyst, you will be on the front lines of the technology support team, delivering exceptional service and hands-on technical expertise to keep clinicians, researchers, and staff connected and productive. This role involves troubleshooting hardware and software issues, supporting a wide range of devices and applications, and ensuring reliable technology for world-class care. This opportunity is for individuals who enjoy solving problems, helping others, and working in a mission-driven environment where their work makes a difference.

Requirements

Associate's degree in related field or equivalent
1+ years of work experience in a related job discipline OR equivalent combination of education and experience

Nice To Haves

Experience providing deskside / field support for Windows based environments, including laptops, desktops, peripherals, and mobile devices in a large enterprise or healthcare setting.
Working knowledge of Windows OS, Microsoft 365 applications, and basic network connectivity troubleshooting (VPN, WiFi, printers, 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 (e.g., 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, including clear communication with nontechnical users such as clinicians, staff, and leadership.
Strong interpersonal skills with the ability to prioritize, triage, and manage multiple requests in real time.
Experience working in a healthcare, hospital, or regulated environment, with awareness of privacy, security, and patientcare sensitivity.
Ability to work independently in the field while remaining aligned with centralized IS Client Services teams.

Responsibilities

Support Microsoft applications and Operating Systems.
Support shrink wrapped software.
Support clinical and non-clinical CCHMC applications throughout the institution, including manipulating various configurations and settings and identifying systemic application issues.
Support device and driver setup.
Troubleshoot connectivity issues on both local and networked printers.
Troubleshoot 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.).
Support Windows 10/11, IOS, Android, and various operating systems.
Setup and troubleshoot smartphones and tablet devices.
Review and update Deskside documentation to include instructions, fixes, processes & procedures.
Make recommendations for changes/improvements to documentation.
Maintain Incident Management entries ensuring that they are up-to-date at all times.
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.
Demonstrate excellent verbal, written, and interpersonal communication skills.
Ability to relate to various age and demographic backgrounds.