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.

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.