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.

JOB 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 various age and demographic background.

JOB QUALIFICATIONS

• 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

PREFERRED 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 patientcare sensitivity.

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

• Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or equivalent handson experience.