Computer Support Technician Ii, Full-Time

Responsibilities:

• Identifies and recommends ways to improve efficiencies and utilization of resources.
• Provides periodic updates of projects and outstanding issues to their immediate supervisor and/or management.
• Installs, troubleshoots, and maintains computer and communication equipment and software.
• 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.
• Travels to various sites to resolve technical issues if unable to resolve them remotely.
• Assumes on-call rotation and is available off-hours to meet on-call requirements.
• Upon identifying any potential systemic issues, communicates with teammates and leaders in a timely manner.
• Ensures proper installation of cables, operating systems, or appropriate software.
• 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.
• Supports caregivers remotely and have the ability to deal with potentially stressful situations via the telephone.
• Provides accurate and timely record keeping of department records, inventories, service reports and files as required.
• Provides in-service education to customers and coworkers when applicable.
• Demonstrates excellent inter-personal communication skills and customer focus.
• 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.
• Maintains annual mandatory education requirements specific to position as mandated by Cleveland Clinic
• Follows all established departmental policies and procedures, quality assurance, safety, environmental and infection control standards.
• Ensures that all software and hardware standards are in compliance on equipment encountered, noting any exceptions with teammates and leaders.
• Performs all other duties as assigned or requested.
• Attends meetings as required.
• Performs tasks assigned using IT Service Management system with little or no supervision, completing tasks and updating ITSM in a timely manner.

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:

• Excellent at problem solving and relationship building.
• Strong analytical, critical thinking and communication skills are required.

Work Experience:

• 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.
• Specialized training in computer support in areas like CompTIA, Microsoft, telephone software or other complex information technology related subjects
• A minimum of 3 years electronic/computer systems experience in a customer support environment

Physical Requirements:

• Ability to travel throughout the hospital system.
• Ability to perform work in a stationary position for extended periods.
• In some locations, ability to move up to 20 lbs.
• Ability to communicate and exchange accurate information.
• Ability to operate a computer and other office equipment.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.