Computer Support Tech

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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 Tech

Location

Canton

Facility

Cleveland Clinic Mercy Hospital

Department

Information Services-Cleveland Clinic Mercy Hospital

Job Code

M99980

Shift

Days + Call

Schedule

8:00am-4:30pm

Job Summary

Join Cleveland Clinic today at Mercy Health Center in Canton, Ohio. At Mercy Health Center, you will work with talented caregivers to supply world-class care. As an organization dedicated to the well-being of both employees and patients, Cleveland Clinic has been named one of the country's Best Workplaces in Health Care. We are committed to serving the community and treat our patients as family on a day-to-day basis.

We are looking for an x to join our team of devoted caregivers. Within this role, you will provide computer support for caregivers. Your duties shall include but not be limited to:

- Installing and maintains end-user computer and communication equipment and software.

- Providing on-site and remote support for end-users.

- Resolution to follow with research and identification for "break fix" and "how to" issues and provide feedback for documentation.

- Identifying, investigating and research caregiver questions and problems as well as recognizing, isolating and resolving information systems problems.

- Providing telephone coverage for service desk as required.

Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand.

Job Details

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:

• Requires walking, squatting, bending, kneeling, sitting, and standing for extended periods of time.
• Must lift, pull and carry items weighing up to 50 pounds.
• Requires full range of motion, manual and finger dexterity and eye-hand coordination.
• Requires corrected hearing and vision to normal range.

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 employees 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. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after 90 days.

Cleveland Clinic Health System administers an influenza prevention program as well as a COVID-19 vaccine program. You will be required to comply with both programs, which will include obtaining an influenza vaccination on an annual basis, and being fully vaccinated against COVID-19, 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