CSS Tech II - IS Client Support Service - Kettering - FT/Days - Kettering Health

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Responsibilities & Requirements:

Job Summary 

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.   

Education

• Associate degree or equivalent combination of education, certification, and experience

Work Experience

• 3+ years of relevant IT (Information Technology) experience required

Licenses, Certifications and Registrations

Obtain applicable certifications within 2 years of hire, when required.

• ITIL (Information Technology Infrastructure Library) certificate (Information                       Technology Infrastructure Library)
• CompTIA A+ Certification (Computer Technology Industry Association) 

Skills

Character

• 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

Essential Functions

• 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 in 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 and knowledge documentation.
• Participates in the on-call schedule to provide as-needed support during off-hours.
• Leads in IS related projects as directed and assists with technology refresh, inventory management, system imaging/staging, and materials distribution.
• Perform the responsibilities of a Desktop Technician as needed.

New Hire/Annual Competencies  

Annual competencies evaluated, as required for the position:

• IS Leadership Development Program
• Annual Mandatory Education