Department/Unit: IS Client Services

Shift: Day Shift

Hours/FTE: 40hrs/Week 1.0 FTE

Expected Starting Salary Range: $23.02 - $28.06

At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children’s.

Cincinnati Children's Hospital Has Been Named:

• The #1 Pediatric Hospital in the Nation - US News and World Report 2023
• One of four Medical Centers making the list of the 2022 Glassdoor Best Places to Work
• An LGBTQ+ Healthcare Equality Top Performer in 2022 by The Human Rights Campaign (HRC)

Position Specific Benefits

• Opportunities for advancement including pay increases
• Pension Plans
• 35 PTO Days
• Medical Coverage starting the first day of employment
• Referral bonuses for current employees to help grow our teams

SUBFUNCTION DEFINITION: Respond to, diagnose, and resolve a wide variety of inquiries and problems related to personal computer hardware and software, mobile devices, network connectivity, and telecommunications.

REPRESENTATIVE RESPONSIBILITIES

Operating System Support

Support Microsoft applications and Operating Systems. Support shrink wrapped software. Support clinical and non-clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings and being able to identify systemic application issues. Support device & driver setup. Troubleshoot connectivity issues on both local and networked printers. Troubleshooting 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 Android, iOS, and RIM operating systems. Setup & Troubleshoot smartphones and tablet devices (i.e., Blackberry, iPhone, iPad). Review and update Deskside documentation to include instructions, fixes, processes & procedures. Make recommendations for changes/improvements. Maintain Incident Management entries ensuring that they are up-to-date at all times.

Technology

Support Microsoft applications and Operating Systems. Support shrink wrapped software. Support clinical and non-clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings as well as being able to identify systemic application issues.

Customer Support

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.

Communication

Excellent verbal, written, and interpersonal communication skills. Ability to relate to diverse age and demographic background

EDUCATION/EXPERIENCE