iSupport Analyst I - IS Support Center - Miamisburg - FT/Varied
Overview
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 Responsibilities
- Receive end user IS support calls and support/incident tickets through the Incident Management system.
- Provide support of systems, network and end users as necessary
- Following predefined scripts, identify problems and determine whether 1st level support can address the issue.
- Resolve 1st level support issues through remote desktop tools and communication with end users.
- Use iSupport wikis, department documentation, and help from iSupport Analysts to help troubleshoot and correct issues.
- Escalate issues that cannot be addressed by 1st level support to the correct IS team/area.
- Monitor and follow-up on escalated issues to ensure they are timely resolved.
- Maintain a comprehensive working knowledge of KHN applications and systems to troubleshoot a wide variety of technology issues.
- Monitor systems. Escalate hardware and software issues to systems administrators, vendors, or other IS teams as required.
- Execute departmental processes and procedures as it relates to downtime, communication, and any other situational pertinent events.
- Assist with special projects as assigned
Job Requirements
- Associate's degree
- Must have a minimum of 2 years of Customer service experience
- Effective analytical abilities and technical skills to isolate problems, fix immediate needs
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 skillsStrong troubleshooting and problem-solving skills.
Average salary estimate
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