Information Technology Service Desk Specialist II

: Provides 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. Also handles general administrative duties as assigned.

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 / GED or equivalent required.

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:

• A minimum of 3 years of IT related Service Desk experience in a high call volume Call Center required.
• Offset: Associates with 2 years Service Desk and 1 year IT related experience
• Offset: Bachelors with 2 years Service Desk experience
• 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: $18.88 - $28.80 / hour

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.