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.