CSS Tech II - IS Client Support Services

SOIN Medical Center | Beavercreek | Full Time | Days

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.

Associate’s degree or equivalent of education, certification, and experience

• 2 years Customer Service experience required
• 3+ 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.)
• HDI Desktop Advanced Support Technician
• Serves with humility. Has a seek-first-to-understand mentality. Is a caring servant leader.
• Seeks wisdom. A self-starter in developing themselves. Driven by curiosity to proactively learn and innovate. Has the heart of a learner.
• Builds trust. Develops healthy, collaborative relationships.
  
  Competencies
• Possesses excellent communication and collaboration skills with the ability to interact effectively with teams and customers
• Works within the defined standard processes, systems, and frameworks
• Demonstrates flexibility, adaptability, and prioritization skills

• 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, identify and resolve 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 support moves, adds, and changes for departments.
• Provides major project support for large department‑wide and hospital‑wide efforts including new construction projects in sometimes compressed schedules.
• Mentors and trains through on-the-job knowledge transfers.
• Serves as knowledge lead for 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.

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. Our commitment to our patients is to help individuals be their best. With that context, safety is our top priority. We provide an integrated system of healthcare experts committed to providing exceptional care.