Deskside Analyst

Job description

Primary Location Offices at Vernon Place 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 $23.90 - $29.88 *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 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. About Us At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children’s. Cincinnati Children's is: Recognized by U.S. News & World Report as a top 10 best Children's Hospitals in the nation for more than 15 years Consistently among the top 3 Children's Hospitals for National Institutes of Health (NIH) Funding Recognized as one of America’s Best Large Employers (2025) , America’s Best Employers for New Grads (2025) One of the nation's America’s Most Innovative Companies as noted by Fortune Consistently certified as great place to work A Leading Disability Employer as noted by the National Organization on Disability Magnet® designated for the fourth consecutive time by the American Nurses Credentialing Center (ANCC) We Embrace Innovation—Together. We believe in empowering our teams with the tools that help us work smarter and care better. That’s why we support the responsible use of artificial intelligence. By encouraging innovation, we’re creating space for new ideas, better outcomes, and a stronger future—for all of us. Comprehensive job description provided upon request. Cincinnati Children’s is proud to be an Equal Opportunity Employer committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/Veteran/Disability