Technical support 

• Provide technical support and problem resolution assistance for production and process issues.  

• Troubleshoot and decipher error messages.  

• Identify required resources to resolve minor to midsized issues.  

• Utilizes appropriate Change Control methods to implement system solutions.  

• Serve as a resource person for and as a liaison between Cincinnati Children's departments and Information Services.  

• Support departmental efforts to improve customer satisfaction.  

• Evaluate and monitor system performance and functionality to avoid potential issues as well as gathering information for future development needs or feasibility studies.  

• Participate in on-call support rotation and handle incident resolution, problem determination and resolution during that time.  

Customer support 

• 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.  

Knowledge Development 

• Develop knowledge and professional skills through cross-training, literature and attendance at department meetings and vendor education.  

• Develop and maintain positive relationships, both internal and external to CCHMC.  

• Motivate people and encourage teamwork.  

• Work well with others andfostersa positive team environment. 

• Prepare oral and written presentations. 

• Conduct andparticipatein instructional seminars. 

• Developexpertisein several CincinnatiChildren's computer-based systems. 

• Perform other duties as assigned. 

JOB QUALIFICATIONS 

• Bachelor's degree OR equivalent combination of education and experience  

• 2+ years of work experience in a related job discipline  

PREFERRED QUALIFICATIONS 

• Experience supporting cybersecurity operations within a healthcare, hospital, or highly regulated environment.  

• Experience with security incident response, threat detection, and vulnerability management processes.  

• Experience working with enterprise security tools such as SIEM, endpoint protection, vulnerability scanning, identity and access management, or email security platforms.  

• Experience with CrowdStrike Falcon or comparable endpoint detection and response (EDR) platforms.  

• Familiarity with cybersecurity frameworks and standards such as NIST, HIPAA, CIS Controls, or HITRUST.  

• Experience supporting cloud security initiatives in Microsoft Azure, AWS, or hybrid environments.  

• Experience reviewing and analyzing system logs, alerts, and security events to identify potential threats or vulnerabilities.  

• Experience with Active Directory, multi-factor authentication, privileged access management, or identity governance solutions.  

• Knowledge of networking concepts, firewalls, VPN technologies, and secure system configurations.  

• Experienceparticipatingin security audits, risk assessments, or compliance initiatives. 

• Experienceutilizingscripting or automation tools such as PowerShell, Python, or Bash to improve operational efficiency. 

• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences. 

• Demonstrated ability to work collaboratively across technical, operational, and clinical teams. 

• Relevant industry certifications preferred, such as Security+, CISSP, GSEC, CEH, GIAC, SC-900, AZ-500, or similar cybersecurity certifications. 

• Experience supporting on-call rotations and responding to critical security incidents in a fast-paced environment. 

• Experience with change management, documentation standards, and secure system implementation practices.