CSS Tech II - IS Client Sup Services

About the Role

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. Adapts to constant changes in the technology environment brought in to support clinical and business initiatives.

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, identifying and resolving 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 supports moves, adds, and changes for departments.
• Provides major project support for large department-wide and hospital-wide efforts, including new construction projects, sometimes under compressed schedules.
• Mentors and trains through on-the-job knowledge transfers and serves as a knowledge lead for the 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.

Requirements

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

Qualifications

• Serves with humility and has a seek-first-to-understand mentality.
• Is a caring servant leader and seeks wisdom.
• A self-starter in developing themselves, driven by curiosity to proactively learn and innovate.
• Has the heart of a learner and builds trust.
• Develops healthy, collaborative relationships.
• Possesses excellent communication and collaboration skills with the ability to interact effectively with teams and customers.
• Works within defined standard processes, systems, and frameworks.
• Demonstrates flexibility, adaptability, and prioritization skills.

About the Organization

Kettering Health is a not-for-profit system of 14 medical centers and more than 120 outpatient facilities serving southwest Ohio. Our mission is to live God’s love by promoting and restoring health. Safety is our top priority, and we provide an integrated system of healthcare experts committed to providing exceptional care.