IS Customer Service Analyst II RIS

**This position is fully on-site in Columbus Ohio**

This position will primarily support Mac and Mobile Devices.

Valid Ohio drivers 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 Childrens Hospital and must maintain qualification of insurance guidelines.

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:

Bachelors 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