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Cincinnati Children’s Hospital and Medical Center

Pediatric hospital, research, and medical education

Deskside Analyst

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeCincinnati, OH, USA$24.56 - $30.75In-person

About the Job

Requirements

  • An associate's degree in a related field or equivalent.
  • At least 1 year of work experience in a related job discipline, or an equivalent combination of education and experience.
  • Experience providing deskside or field support for Windows-based environments, including laptops, desktops, peripherals, and mobile devices in a large enterprise or healthcare setting.
  • Working knowledge of Windows operating systems, Microsoft 365 applications, and basic network connectivity troubleshooting, including VPN, Wi-Fi, printers, and 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 such as ServiceNow or similar ticketing systems.
  • Experience following standard operating procedures, escalation paths, and documentation standards within an IT support organization.
  • Experience working in a healthcare, hospital, or regulated environment, with awareness of privacy, security, and patient-care sensitivity.
  • Ability to work independently in the field while remaining aligned with centralized IS Client Services teams.

Responsibilities

  • Support Microsoft applications and operating systems.
  • Support shrink-wrapped software.
  • Support clinical and non-clinical Cincinnati Children's Hospital Medical Center applications throughout the institution, including manipulating configurations and settings and identifying systemic application issues.
  • Support device and driver setup.
  • Troubleshoot connectivity issues on local and networked printers.
  • Troubleshoot application-specific printing issues.
  • Identify software and hardware issues on desktops, laptops, handhelds, and wireless devices.
  • Support peripheral equipment such as barcode scanners and media burners.
  • Support Windows 10 and 11, iOS, Android, and various operating systems.
  • Set up and troubleshoot smartphones and tablet devices.
  • Review and update deskside documentation, including instructions, fixes, processes, and procedures.
  • Recommend changes and improvements.
  • Maintain up-to-date incident management entries.
  • Ensure outstanding end-user support, including ongoing monitoring of service-level agreements for incident management and collaboration with other areas to provide 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 customer follow-up.

Desired Qualifications

  • Demonstrated ability to provide high-touch, customer-focused support, including clear communication with nontechnical users such as clinicians, staff, and leadership.
  • Strong interpersonal skills and the ability to prioritize, triage, and manage multiple requests in real time.

About the Company

Cincinnati Children’s Hospital and Medical Center

Pediatric hospital, research, and medical education

Cincinnati Children’s Hospital Medical Center is a nonprofit academic medical center that provides pediatric care across the spectrum—from routine well-child visits to treatment of rare and complex illnesses—and serves as the Department of Pediatrics for the University of Cincinnati College of Medicine. Care is delivered by pediatric specialists in hospital and clinic settings, while researchers and educators translate findings into better treatments and train residents and fellows. It differentiates itself by combining patient care with university-backed pediatric research and education at scale, along with a commitment to equality and an inclusive environment for staff, patients, and families. Its goal is to improve child health by delivering high-quality care, advancing medical knowledge through research, and training the next generation of pediatric professionals.

Company size
10,001+
Company stage
Grant
Total funding
$18.4M
Headquarters
Cincinnati, OH
Founded
1883

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