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Full-time
bachelor degree
Posted 27d ago
~40 hrs/week
Responsibilities
Acts as the initial point of contact and escalation point for IS technical issues, primarily supporting Mac and mobile devices. Manages the application lifecycle, coordinates between support tiers, and ensures timely resolution of customer incidents.
Requirements
Requires a Bachelor's degree or relevant experience and at least 3 years of IT customer support experience. A valid Ohio driver's license and proof of auto insurance are mandatory.
Full job description
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
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"
At Nationwide Children’s, Everyone Matters. We have a purpose for every passion. Join our team.
Industry
Hospitals and Health Care
Company size
10,001+ employees
Founded
1892
Headquarters
Columbus, OH
LinkedIn followers
111,767
Total funding
$4M
Nationwide Children’s is one of America's largest pediatric hospitals, an international leader in research and is ranked in all 10 specialties on U.S. News & World Report’s 2025-26 “America’s Best Children’s Hospitals” list. Our staff, comprised of 1,600 medical professionals and over 16,000 employees, provides state-of-the-art pediatric care for 1.8 million patient visits annually. And, according to the Children’s Hospital Association, Nationwide Children's is the #1 provider of pediatric surgery in the country.
Our doctors represent every major pediatric sub-specialty. With over 50 locations throughout Ohio, signature programs include heart, cancer, gastroenterology and neonatology care, all of which are internationally recognized. Tim Robinson is CEO of Nationwide Children’s Hospital, which includes the Abigail Wexner Research Institute at Nationwide Children’s Hospital, Nationwide Children’s Hospital Foundation and The Center for Family Safety and Healing at Nationwide Children’s Hospital.
As home to the Department of Pediatrics of The Ohio State University College of Medicine, Nationwide Children’s physicians train the next generation of pediatricians and pediatric specialists. The Abigail Wexner Research Institute at Nationwide Children’s Hospital is one of the Top 10 National Institutes of Health-funded freestanding pediatric research facilities. Nationwide Children’s remains true to the original mission since its founding in 1892 of providing care regardless of a family’s ability to pay. More information is available at NationwideChildrens.org.
Offices: 700 Children's Drive, Columbus, OH 43205, US
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