ProMedica Toledo Hospital is one of the largest acute-care facilities in the region. Our 794-bed hospital is staffed by more than 4,800 professional healthcare employees who serve a 27-county area throughout northwest Ohio and southeast Michigan. We also have the area’s largest board-certified medical staff, which is made up of more than 1,000 primary care and specialty physicians. Excellent customer service skills and the ability to work in a fast-paced environment are a must. In addition, for 15 consecutive years, residents of Greater Toledo have named us the Consumer Choice Award winner in our market. In fact, we’re the only hospital in northwest Ohio to receive this honor.
The role of the Customer Support & Technical Services Analyst is to provide second level desktop
support. They are responsible for resolving incidents as well as meeting customer satisfaction and
continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment
which provides services over the phone, through remote access and in person.
Analyst I - Under general direction provides second level desktop support to our user community
and their devices (PCs, Laptops, Printers, Peripherals). Responsible for resolving incidents and
tasks as well as meeting customer satisfaction and continuous service delivery demands. IT
Support staff work in a dynamic, fast-paced environment which provides services over the phone,
through remote access, and in person. The Desktop Analyst also supports our Application Teams
when necessary and provides 'limited' on-site support to our Technical Teams.
*All duties listed below are essential unless noted otherwise*

• Assist/complete escalated incident tickets.
• Create, Test and Imaging Devices.
• Active Directory user & device administration.
• Enter/ Complete standard, security & purchase requests.
• Can work independently.
• Small project management.
• Documentation (KB’s).
• Mentors staff (AII, AIII).
• Ability to recognize a trend with system wide impact and create PRB ticket in Service Now.

Work with other teams as needed to resolve.

• Attend meetings in absence of supervisor/manager (Analyst III).
• Assesses/completes more complex tasks.
• Review and address automated reports /notifications (Scom, Service Now). Work with teams

to resolve.

• Participate in on Call Rotation.
• Other duties as assigned.