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Cincinnati, Ohio - USD Full Time Posted: Friday, 8 November 2019
DEPARTMENT: Information Services

SUPERVISOR'S TITLE: Supervisor - Client Services




PURPOSE OF POSITION: To provide integration support for both the clinical and IT staff. To anticipate, analyze and resolve problems and/or difficulties within an IT and clinical environment. Provide issue/problem coordination and assume ownership until resolution. To work with vendors on behalf of the medical staff for problem resolution and future product development.

Technical Support
Provide high level technical support for IP networks and network equipment. Provide mid to high-level technical support for Microsoft and UNIX systems. Coordinate & retain ownership of problems/issues through resolution and document all aspects. Serve as a resource for the clinical staff and function as a liaison with Information Services. Understand and adhere to protocols and requirements for working in the Hospital's Critical Care Units and clinical environment. Understand dataflow between systems and devices on the network. Participate in the evaluation of equipment & new technology and assist in the acquisition of new equipment. Participate in continuing education and seminars on technology that are relevant to the position. Perform in-services on clinical IT equipment and software (ie patient monitors, clinical applications, etc.) as assigned.

Application Support
Support Microsoft applications and Operating Systems. Support shrink wrapped software. Support clinical CCHMC applications throughout the institution, includes manipulating various configurations and settings and being able to identify systemic application issues.

Clinical Printer and Device Support
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 and wireless devices. Support peripheral equipment (eg, barcode scanners, RF ID readers, etc.).

Customer Service
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. Always maintain CCHMC's service standards of being Courteous, Attentive, Respectful and Enthusiastic team members, and Safe (CARES). Perform other duties as assigned.

Skills & Competencies
Diversity Appreciation
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself

The ability to carry and/or lift a minimum of 50 pounds

Professional Demeanor
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor

Communication - Advanced
Excellent verbal, written and interpersonal communication skills.

High-level skill set for network and system troubleshooting. Mid-range level skill set for wireless communications and wireless devices. The ability to understand large scale technology integration. Professional knowledge and technical ability sufficient to effectively utilize test calibration equipment such as oscilloscopes, multi-meters and frequency generators.

Required: High School Graduate OR Equivalent 1 year related experience in a technical environment OR Equivalent

Preferred: Associate's Degree in a related field Related Experience within a clinical engineering/hospital environment Electronics training and familiarity with applicable regulatory/inspection requirements

Cincinnati, Ohio, United States of America
Cincinnati Children's Hospital Medical Center
Cincinnati Children's Hospital Medical Center
11/8/2019 11:40:01 AM

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