Responsibilities:
- Complies with established corporate and departmental policies, procedures, objectives, quality assurance methods, and safety codes. Demonstrates compliance with licensing, regulatory and accrediting agency provisions as required.
- Consistently demonstrates appropriate and professional communication behavior toward patients, customers, and coworkers. Cooperates with Management and peers to promote an environment of teamwork and collaboration.
- Performs tasks assigned using IT Service Management system with little or no supervision, completing tasks and updating ITSM in a timely manner.
- Supports caregivers remotely and have the ability to deal with potentially stressful situations via the telephone.
- Installs, troubleshoots, and maintains computer and communication equipment and software.
- Ensures proper installation of cables, operating systems, or appropriate software.
- Ensures that all software and hardware standards are in compliance on equipment encountered, noting any exceptions with teammates and leaders.
- Identifies and recommends ways to improve efficiencies and utilization of resources.
- Provides accurate and timely record keeping of department records, inventories, service reports and files as required.
- Follows all established departmental policies and procedures, quality assurance, safety, environmental and infection control standards.
- Provides in-service education to customers and coworkers when applicable.
- Demonstrates excellent inter-personal communication skills and customer focus.
- Attends meetings as required.
- Provides periodic updates of projects and outstanding issues to their immediate supervisor and/or management.
- Notifies immediate supervisor and/or management regarding any unusual or unexpected events or problems that could adversely affect the services being provided to our clients.
- Upon identifying any potential systemic issues, communicates with teammates and leaders in a timely manner.
- Maintains annual mandatory education requirements specific to position as mandated by Cleveland Clinic
- Assumes on-call rotation and is available off-hours to meet on-call requirements.
- Travels to various sites to resolve technical issues if unable to resolve them remotely.
- Performs all other duties as assigned or requested.
Education:
- Formal training in technology or electronics; Associate level education preferred
Languages:
Certifications:
- Valid Driver’s License may be required
Complexity of Work:
- Strong analytical, critical thinking and communication skills are required.
- Excellent at problem solving and relationship building.
Work Experience:
- A minimum of 3 years electronic/computer systems experience in a customer support environment
- Specialized training in computer support in areas like CompTIA, Microsoft, telephone software or other complex information technology related subjects
- Candidates should have installation, troubleshooting and repair experience in 5 or more of the following technical disciplines: Windows Desktop Operating Systems, Personal Computers, Printers, MS Office Applications, Mobile Devices, Ethernet Networks, Cable Management, Digital or IP telephones, WiFi, and battery backups.
- Experience with any of the following are a plus: Windows imaging, upgrades, computer refresh, project work, ticket work, medical devices, IoT devices, audio visual, intercom, fiber optics, network switching, computer security, IT Service Desk and formal ticketing tool.
Physical Requirements:
- Requires walking, squatting, bending, kneeling, sitting, and standing for extended periods of time.
- Must lift, pull and carry items weighing up to 50 pounds.
- Requires full range of motion, manual and finger dexterity and eye-hand coordination.
- Requires corrected hearing and vision to normal range.
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment as required.
Join Cleveland Clinic’s Mercy Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Officially becoming a full member of the Cleveland Clinic Health System in 2021, Mercy Hospital offers 476 beds and a wide variety of medical specialties to the communities in and around Stark County. Here, 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.
Cleveland Clinic’s Computer Support Technicians provide outstanding customer support for caregivers. As a Computer Support Technician, some of your primary duties will include:
• Installing and maintaining end-user computer and communication equipment and software.
• Providing on-site and remote support for end-users.
• Resolutions to follow with research and identification for “break-fix” and “how to” issues and providing feedback for documentation.
• Identifying, investigating, and researching caregiver questions and problems as well as recognizing, isolating, and resolving information systems problems.
• Providing telephone coverage for the service desk as required.
The ideal future caregiver:
• Has experienced technical knowledge.
• Demonstrates excellent critical thinking, problem-solving, and customer service skills.
• Thrives working both independently and in a team environment.
• Is organized.
This is an excellent opportunity for someone who is looking to build a career in a department that focuses on relationship building and provides opportunities for engaging with other IT areas, such as networking and telecommunications.
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. ed.
Pay Range
Minimum hourly: $20.77
Maximum hourly: $31.68
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.