Computer Support Technician Ii

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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
Computer Support Technician II
Location
Vero Beach
Facility
CC Indian River
Department
Administrative Fiscal-Indian River Hospital
Job Code
001060
Shift
Days
Schedule
8:00am-4:30pm
Job Summary
Job Details
Join Cleveland Clinic's Indian River Hospital, ranked among the top 35 in Florida with over 2,000 employees to provide the finest care any hospital has to offer. Cleveland Clinic's Indian River Hospital has been combining world-class clinical expertise with compassion and technological advances for the past 88 years.
We are looking for a future caregiver to take on the role of a Computer Support Technician II within our world-class team of caregivers. Within this role, you will provide Computer Support for caregivers. Your duties will include but are not limited to:
• Installing and maintaining end-user computer and communication equipment and software.
• Providing on-site and remote support for end-users.
• Finding resolutions to follow with research and identification for "break-fix" and "how to" issues and provide feedback for documentation.
• Identifying, investigating, and researching caregiver questions and problems as well as recognize, isolate and resolve information systems problems.
• Providing telephone coverage for the service desk as required.
The ideal future caregiver is someone who:
• Has experienced technical knowledge.
• Demonstrates excellent critical thinking, problem solving and customer service skills.
• Thrives working both independently and in a team environment.
• Has teamwork and motivational skills.
• Has organizational and multitasking skills.
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.
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:

• A+, Network+, Microsoft MCP or Cisco CCENT preferred
• Valid Florida Driver's License
• For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.

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:

• 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.
• In some locations, ability to move up to 20 lbs.

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 caregivers 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. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.
Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis 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