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

The iSupport Analyst II position duties include, but are not limited to the following:

• Receive end user IS support calls and incident tickets/tasks through the Incident Management system.
• Provide 2^nd level technical support to KHN systems, network and end users as necessary
• Analyze problems to determine their root causes. Innovate solutions to problems independently or with functional experts.  Implement fixes 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 application and system-specific problems to the correct team/area for resolution and communicate escalation to end users/departments as appropriate.
• 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.  Work through the 2^nd level hardware and software issues to systems administrators, vendors, or other IS teams and escalate if required.
• Deliver end user training courses on Microsoft Office applications and other software as assigned.
• Execute departmental processes and procedures as it relates to downtime, communication, and any other situational pertinent events.
• Work with application analysts and other stakeholders about failed/incomplete jobs. Maintain ongoing communication with stakeholders about job status and expected timeline for resolution.
• Provide 2^nd level designated application support which includes but not limited to upgrades; database and vendor issues; first line support
• Assist with special projects as assigned
• Assist in other department related tasks as needed

Requirements

• Must have 3-5 years of related technical experience preferably in a Technical Support/Help desk environment.
• Must have Associate's degree
• Must have 1-2 years’ experience within the KHN iSupport environment.
• Confident, articulate, and professional speaking abilities (and experience)
• Demonstrated outstanding customer service.
• Ability to multi-task and prioritize work effectively.
• Effective analytical abilities and technical skills to isolate problems, fix immediate needs.
• Demonstrate independent interest in technology
• Ability to apply knowledge to new situations
• Humble attitude about knowledge limitations
• Willingness to share knowledge with team members, superiors, and users
• Dedication and commitment to problem resolution