Deskside Analyst

About the role

At Cincinnati Children’s Hospital Medical Center, we believe technology plays a critical role in advancing pediatric healthcare and improving the lives of children and families. As a Deskside Analyst, you will be on the front lines of our technology support team, delivering exceptional service and hands-on technical expertise that keeps our clinicians, researchers, and staff connected and productive. In this role, you will troubleshoot hardware and software issues, support a wide range of devices and applications, and ensure our teams have the reliable technology they need to deliver world-class care. If you enjoy solving problems, helping others, and working in a mission-driven environment where your work truly makes a difference, this is the opportunity for you.

Primary Location: Offices at Vernon Place, Department IS Client Services, Shift: Day (United States of America).

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 & 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 & troubleshoot smartphones and tablet devices.
• Review and update Deskside documentation to include instructions, fixes, processes & procedures.
• Make recommendations for changes/improvements.
• Maintain Incident Management entries ensuring 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.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to relate to various age and demographic backgrounds.

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

Qualifications

• 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 patient-care sensitivity.
• Ability to work independently in the field while remaining aligned with centralized IS Client Services teams.

Pay

Expected Starting Pay Range: $