Information Technology Service Desk Specialist II

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

As an Information Technology Service Desk Specialist II, you will provide phone-based support service to Cleveland Clinic customers (internal and external) identified as Enterprise and Clinical calls including Physician, caregivers and patients by providing a single point of contact to report problems or direct inquiries regarding standard IT-related "break-fix" and "how- to" issues in accordance with appropriate industry standards throughout the Enterprise. You will also handle general administrative duties as assigned.

The ideal future caregiver is someone who:

• Thrives working both independently and as part of a team.

• Demonstrates innovative and critical thinking.

• Is self-accountable, proactive and a quick learner.

• Has excellent communication, analytical, customer service and active listening skills.

This role will allow you to create the foundation in healthcare that you've been looking for. You'll be supported as you enhance your skills and advance your career as this position offers tuition reimbursement and endless opportunities within Cleveland Clinic.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Responsibilities:

• Provides effective telephone diagnostic evaluation of customers and call types including Enterprise and Clinical support.

• Uses judgment and timeliness in responding to and resolving each issue or complaint to the customers' satisfaction.

• Resolution includes but is not limited to the following: Identify, research, and resolve issues.

• Documents work in the ITSM ticket-tracking tool and utilizes the Knowledge base for troubleshooting and, when appropriate, dispatch.

• Requires accurate documentation, tracking, and monitoring the problem to ensure a timely resolution.

• Meets or exceeds identified metrics that support Service Desk SLAs and SOPs.

• Provides feedback on current Knowledge articles, verifies knowledge feedback from Service Desk Specialist I and submits to corresponding team for creation.

• The ability to read, analyze and interpret general technical and business language.

• The ability to effectively respond to questions from managers, coworkers and customers.

• Other duties as assigned.

Education:

• High School Diploma or GED or equivalent required.

• Bachelor's degree with two years of Service Desk experience may substitute the experience requirement.

• Associate degree with two years of Service Desk and one year IT-related experience may the experience requirement.

Certifications:

• For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.

• Help Desk Institute (HDI) certification (or other IT Service Desk certification) preferred.

Complexity of Work:

• Advanced technical troubleshooting skills and knowledge of operating systems, software remediation, possess strong customer service skills, and call center environment.

• Knowledge of IOS devices preferred. Possess strong knowledge of Cleveland Clinic environment, applications and support teams.

• Holds self-accountable to high standards.

• Ability to work independently or in a team environment.

• Remains calm under pressure.

• Able to work in a fast paced, stressful environment.

• Learns quickly.

• Strong verbal communication skills - ability to communicate with customers/peers/leadership.

• Ability to explain process and procedures in a clear, easy to understand manner.

• Proactive approach to work.

• Strong Analytical skills.

• Demonstrates advanced active listening skills.

• Ability to identify issues and solutions to represent the service desk in business engagement meetings.

Work Experience:

• Three years of IT related Service Desk experience in a high call volume Call Center required.
• IT experience in a Healthcare organization preferred.

Physical Requirements:

• Ability to perform work in a stationary position for extended periods.

• Ability to travel throughout the hospital system.

• Ability to operate a computer and other office equipment.

• Ability to communicate and exchange accurate information.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

Pay Range

Minimum hourly: $18.88

Maximum hourly: $28.80

The pay range displayed on this job posting reflects the anticipated range for new hires. While the pay range is displayed as an hourly rate, Cleveland Clinic recruiters will clarify whether the compensation is hourly or salary. A successful candidate's actual compensation will be determined after taking factors into consideration such as the candidate's work history, experience, skill set, and education. This is not inclusive of the value of Cleveland Clinic's benefits package, which includes among other benefits, healthcare/dental/vision and retirement.