Technician Service Desk II

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Job Title Technician Service Desk II Location Akron Facility Akron General Medical Center Department Information Technology-Information Tech Div Job Code AK0922 Shift Days Schedule 8:00am-4:30am Job Summary Join Cleveland Clinic’s Akron General Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Through providing the communities in and around Summit County with top-quality patient care, Akron General earned the No. 1 hospital ranking in Akron, the No. 7 hospital ranking in Ohio, and maintains Magnet status, the highest international recognition for excellence in nursing. Here, you will work with and learn from some of our best caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. The Service Desk Tech II will use available tools to monitor the stability of internal systems. The Service Desk Tech II will triage alerts and events according to documented processes by answering complex incident calls and responding to requests. You will also use experience and knowledge base to mentor level I employees. The future caregiver is someone who: -Can work well with others. -Pay attention to detail. -Has excellent verbal and written communication. -Has Multitasking skills -Has great computer skills. This is an excellent opportunity for someone who is ready to grow and learn new skills. Cleveland Clinic will assist you by offering tuition reimbursement and cross-training for professional development. This unit is team oriented and works together to provide exceptional patient care. Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand. Job Details Mentor Service Desk Tech I employees to assist them in resolving customer issues Triage incoming calls to identify, research, and resolve. Monitor internal systems using available tools. Analyze call activity for patterns and issues and report trends to the Manager. Log into ACD and answer basic and complex incident calls Understand and support Akron General customer facing SLAs Log all activities into the service management system. Utilize the Akron General knowledge base and broad knowledge of hospital systems as tools to resolve incidents. Attempt to troubleshoot the issue and provide initial resolution to an incident, if unable to resolve incident within predetermined time call is to be escalated to higher tier support personnel. Utilize or update knowledge base as defined by process. Insure incidents are closed in a timely fashion with verification of customer satisfaction. Must be professional, personable, and courteous at all times. Continually look for opportunities to improve service to the customer. Participate on special projects as needed and defined, meeting all timelines. Create documentation and maintain that documentation through the change, incident and request processes. Handle the resolved to close ticket process. Assist with documenting and updating departmental procedures and work instructions Follows hospital and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge. Completes mandatory education and training in order to maintain organization and department specific competencies and requirements. Maintains applicable certification/licensure. Other duties as assigned Education: Associate degree or college coursework with an emphasis on Information Technology beneficial but not required. Certifications: Microsoft certifications or coursework towards certification beneficial but not required. For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date. Complexity of Work: Basic knowledge of IT acronyms, terms, and concepts. Basic knowledge of LAN, WAN, internet and other communication technologies is beneficial. Excellent communication skills. Work Experience: five years Service Desk Tech experience. Experience in an IT environment beneficial but not required. Customer Service experience required. Working knowledge of Microsoft Outlook, Word and Excel. Basic knowledge of Active Directory, virtualization, and server technologies is beneficial. Physical Requirements: Personal Protective Equipment: Follows standard precautions using personal protective equipment as required The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after 90 days. Cleveland Clinic Health System administers an influenza prevention program as well as a COVID-19 vaccine program. You will be required to comply with both programs, which will include obtaining an influenza vaccination on an annual basis, and being fully vaccinated against COVID-19, or obtaining an approved exemption. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. Please review the Equal Employment Opportunity poster. Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities We know that fully supporting our caregivers is what creates the best outcomes for our patients. Our outstanding, comprehensive offerings are an investment in your health, well-being and future. What began in Cleveland in 1921 has grown to include locations throughout, the U.S. and even other countries. For you, that means more opportunities to learn, grow and serve patients — while finding caring, thriving communities both at work and at home. Cleveland Clinic is a nonprofit multispecialty academic medical center that integrates clinical and hospital care with research and education. Headquartered in Cleveland, Ohio, it was founded in 1921 by four renowned physicians with a vision of providing outstanding patient care based upon the principles of cooperation, compassion and innovation. Cleveland Clinic has pioneered many medical breakthroughs, including coronary artery bypass surgery and the first face transplant in the United States. U.S. News & World Report consistently names Cleveland Clinic as one of the nation’s best hospitals in its annual “America’s Best Hospitals” survey. Among Cleveland Clinic’s 70,800 employees worldwide represent 140 medical specialties and subspecialties. Cleveland Clinic is a 6,500-bed health system that includes a 173-acre main campus near downtown Cleveland, 19 hospitals, more than 220 outpatient facilities, and locations in southeast Florida; Las Vegas, Nevada; Toronto, Canada; Abu Dhabi, UAE; and London, England.