Support Specialist II - ITD Service Desk Level 2 MyPractice

Job Responsibilities:

• Provides effective Level 2 diagnostic resolution for escalated complex Technical and Clinical incidents for hardware, software, network, printer, etc. issues utilizing available tools and knowledge from the Service Desk Level 1 or Level 2. 
• Works with caregivers to evaluate and resolve technical problems via phone.
• Provide complex account provisioning, release of patient information and coordination of account access including Caregiver Proxy. 
• Performs Enterprise software installations utilizing a Deployment Management Console. 
• 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. 
• Monitors and manages all work queues and follows standard procedures for work completion and/or updates as appropriate.
• Escalates issues to Tier II/III when appropriate; performs problem identification and escalates to appropriate teams/individuals/leadership based on event to ensure customer’s needs are met.
• Act as a liaison between patients, physicians, caregivers and other IT organizations to positively impact the patient experience through a standard escalation process. 
• Provides feedback on current knowledge articles and suggestions for new articles in order to improve the services we provide to our customers
• Maintains user educational materials and knowledge articles as needed.
• Will be available for "on call" on a rotating basis to resolve issues after business hours
• Meets or exceeds identified metrics that support Service Desk SLAs and SOPs.
• Monitors metrics for team accountability including work aging, first level resolution, and schedule adherence
• Meets or exceeds identified metrics that support Service Desk SLAs and SOPs. 
• Monitors metrics for team accountability including work aging, first level resolution, and schedule adherence. 
• Serves as an internal SME for issue research and trend tracking; provides input and assists with Continuing Education and New Hire Onboarding; and, provides mentoring. 
• Works with Leadership to identify and implement Shift to the Left opportunities.
• Other duties as assigned

Education:

• Associates degree related to Information Technology, Healthcare
• Bachelor’s degree preferred

Certifications:

• HDI Service Desk (or other Customer Service) certification preferred
• Technical position:  A ,  Network , or other Microsoft-related certification preferred
• Clinical position:  EPIC Proficiency preferred
• For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date

Competencies (Complexity of Work):

• Provides the highest level of Caregiver Service and understands our direct impact on patient care.  Creative thinking and excellent problem solving skills are required.  Outstanding multi-tasking and priority setting, customer service, and interpersonal relationship skills required.  Must have excellent written and oral communication skills and demonstrate consistent professionalism.
• Holds self accountable to high standards
• Ability to work in dependently
• Remains calm under pressure
• Able to work in a fast paced, stressful environment
• Learns quickly
• Strong verbal and written communication skills – ability to communicate with customers, physicians, peers, and leadership
• Ability to explain process and procedures in a clear, easy to understand manner
• Proactive approach to work
• Ability to multi-task
• Maintain a positive attitude
• Strong customer focus and a service oriented attitude
• Ability to influence others

Work Experience:

• Minimum 3 years’ experience supporting an information technology environment or hands-on clinical work setting with  three years of which is in a Customer Service/Service Desk experience in a high call volume Call Center
• Technical position:  Knowledge of current Microsoft desktop and OS / server operating systems, Active Directory and Remote Utilities such as: (Altiris, PC Anywhere and Microsoft RDP). 
• Must be able to demonstrate an understanding of industry standard desktop management tools such as Altiris, WebJet Admin, Microsoft Active Directory, Microsoft Outlook Exchange Webmail, Virus remediation tools, Malwarebytes Managed Client, etc. 
• Must have a basic technical understanding of PC networking, VPN distributed computing (Local Area Network administration and Personal Computing systems), and Intranet/Internet technology.
• Clinical position:  Experience in a Clinical setting; experience with EPIC or other EMR system
• Additional three years of experience may offset Associate degree

Preferred Qualifications:

• Experience supporting Epic Go Lives
• Epic Proficiencies

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.

Pay Range

Minimum hourly: $25.13

Maximum hourly: $38.33

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.