Computer Support Technician II

Cleveland Clinic•Slaton, TX

1d•Onsite

About The Position

Join Cleveland Clinic Mercy Hospital and experience world-class healthcare at its best. Officially becoming a full member of the Cleveland Clinic Health System in 2021, Mercy Hospital offers 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. As a Computer Support Technician II, you will provide computer support for caregivers by installing and maintaining end-user computers and communication equipment and software. In this role, you will deliver both on-site and remote support, researching and identifying solutions for break-fix and “how-to” issues and offering feedback for documentation. You will identify, investigate and resolve caregiver questions and information systems problems by recognizing, isolating and troubleshooting issues. Additionally, you will provide telephone coverage for the service desk as required. This is an excellent opportunity for someone looking to build a career in a department that values relationship building and offers frequent collaboration with other IT areas, including networking and telecommunications. A caregiver in this role works days from 8:00 a.m. – 4:30 p.m., with on-call shifts that rotate every 6 weeks. Travel is approximately 30% locally, with the possibility of traveling to ancillary sites supported within the region.

Requirements

Formal training in technology or electronics
Valid Driver’s License may be required
Three years of 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
Installation, troubleshooting and repair experience in five 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, Wi-Fi and battery backups
Strong analytical, critical thinking and communication skills
For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date

Nice To Haves

Associate level education
Experience with any of the following: 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
Experienced technical knowledge

Responsibilities

Comply with established corporate and departmental policies, procedures, objectives, quality assurance methods, and safety codes.
Demonstrate compliance with licensing, regulatory and accrediting agency provisions as required.
Consistently demonstrate appropriate and professional communication behavior toward patients, customers, and coworkers.
Cooperate with Management and peers to promote an environment of teamwork and collaboration.
Perform tasks assigned using IT Service Management system with little or no supervision, completing tasks and updating ITSM in a timely manner.
Support caregivers remotely and have the ability to deal with potentially stressful situations via the telephone.
Install, troubleshoot, and maintain computer and communication equipment and software.
Ensure proper installation of cables, operating systems, or appropriate software.
Ensure that all software and hardware standards are in compliance on equipment encountered, noting any exceptions with teammates and leaders.
Identify and recommend ways to improve efficiency and utilization of resources.
Provide accurate and timely record keeping of department records, inventories, service reports and files as required.
Follow all established departmental policies and procedures, quality assurance, safety, environmental and infection control standards.
Provide in-service education to customers and coworkers when applicable.
Attend meetings as required.
Provide periodic updates of projects and outstanding issues to their immediate supervisor and/or management.
Notify 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, communicate with teammates and leaders in a timely manner.
Maintain annual mandatory education requirements specific to position as mandated by Cleveland Clinic.
Assume on-call rotation and be available off-hours to meet on-call requirements.
Travel to various sites to resolve technical issues if unable to resolve them remotely.
Perform all other duties as assigned or requested.