IS Customer Service Analyst II - RIS

Overview:

This position will primarily support Mac and Mobile Devices.

Valid Ohio driver's license and proof of auto insurance is required by hospital policy. Must pass a motor vehicle background inspection, insurance eligibility, driving qualifications and training set forth by Nationwide Children's Hospital and must maintain qualification of insurance guidelines.

Job Description Summary:

The IS Customer Service Analyst 2 serves as the initial point of contact for IS related issues by responding to requests for technical assistance by phone, email, electronic self-service, or in person.

Job Description:

Essential Functions:

• Serves as an escalation point for tier one support staff
• Gathers relevant information to assist in the timely resolution of incidents, requests, and problems
• Identifies situations requiring urgent attention, to prioritize and escalate to appropriate tier 3 resources
• Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner
• Assists the IS Service Desk with continuous process improvement
• Acts as liaison between tier 1 and tier 3 analysts and customers for incident and problem resolution
• Manages application lifecycle and vendor relations for assigned applications

Education Requirement:

Bachelor's Degree or relevant experience required.

Certifications:

A+, Network+, preferred.

Skills:

Conflict resolution, excellent troubleshooting and customer service skills

Experience:

3 years' experience providing IT customer support, required.

Physical Requirements:

OCCASIONALLY: Bend/twist, Climb stairs/ladder, Flexing/extending of neck, Hand use: grasping, gripping, turning, Reaching above shoulder, Squat/kneel

FREQUENTLY: Driving motor vehicles (work required) *additional testing may be required, Interpreting Data, Lifting / Carrying: 0-10 lbs, Lifting / Carrying: 11-20 lbs, Patient Equipment, Pushing / Pulling: 0-25 lbs, Pushing / Pulling: 26-40 lbs, Repetitive hand/arm use, Standing, Walking

CONTINUOUSLY: Computer skills, Decision Making, Problem solving, Sitting

"The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individuals so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under their supervision. EOE M/F/Disability/Vet"