CSS TECH SR. - IS CLIENT SUPPORT SERVICES

Support Services Miamisburg Full Time Days

Responsibilities & Requirements

This position works extensively with executive leadership 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 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.

Job Requirements:

• Associate degree or equivalent combination of education, certification, and experience 
• 5+ years of relevant IT (Information Technology) experience required 
• 2+ years of audio-visual and conference room equipment required 
• Experience supporting executive leadership is preferred 
• Obtain applicable certifications within 2 years of hire, when required.
• ITIL Certified (Information Technology Infrastructure Library) 
• CompTIA A+ Certification (Computer Technology Industry Association) 
• Additional certifications as required for specific roles 

Job Responsibilities:

• Serve as a mentor and trainer to the team in a complex supported end user technology. 
• Knowledge of audio-visual equipment and conference room setup for meetings. 
• Serve and support executives’ system wide. 
• Receive escalated request/incident tickets, analyze and troubleshoot complex problems, and develop creative solutions. 
• Lead in documenting desktop solutions in the department Knowledge Base for reference by team members. 
• Leadership role in project teams in the implementation of application version upgrades, updates, and enhancements.
• Conduct end-user training, install software, and provide targeted end-user support during deployments. 
• Leadership in creating support structures (procedures, security, etc.) for technologies within assigned area of expertise.
• Train and orient Desktop Technicians and other team members on these technologies. 
• Assist in improving the configuration and support of end-user networked devices, such as printers, tablets, netbooks, etc. 
• Maintain and administer back-end desktop support systems. 
• Collaborate and assist IS Application and Shared Services teams in the design, configuration, and implementation of new and upgraded technologies. 
• Participate in the on-call schedule to provide desktop support during off hours. 
• Perform the responsibilities of a Desktop Technician as needed. 

• Support for all executives and administrative assistants

• Serve as subject matter expert for audio/visual and conference room needs
• Liaison with Information Security
• Serve as a backup to Think Tank facilitator. Bring team together without leadership to bring forth ideas for improvements.
• Availability in escalation pool for incidents assigned to CSS Admin queue.

Overview

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.

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