Primary Location
Burnet Campus Department
IS Client Services Shift
Day (United States of America) Schedule
Full time Weekly Hours
40 FTE
1 Employee Status
Regular
*Expected Starting Pay Range
$24.56 - $30.75 *Starting pay is based on experience, skills, and equity; exceptions may apply for highly qualified candidates. Additional pay (e.g., shift, on‑call, or weekend differentials) and benefits may apply. Annual pay may vary based on FTE status.
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 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 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…