Woman researcher working in a lab
Masked lab professional using lab equipment
A hospital administrator sitting next to her computer, talking with a colleague.
A hospital administrator sitting next to her computer, talking with a colleague.
Two advanced practice nurses talking with a female patient who is sitting on an examination table
Two advanced practice nurses talking with a female patient who is sitting on an examination table
Two physical therapists and a nurse helping a female hospital patient to walk
Two physical therapists and a nurse helping a female hospital patient to walk
A hospital office worker sitting next to her computer, talking with a colleague
A hospital office worker sitting next to her computer, talking with a colleague
A hospital customer service representative and a patient transporter escorting a patient in a wheelchair
A hospital customer service representative and a patient transporter escorting a patient in a wheelchair
A hospital facilities worker operating a floor cleaning machine
A hospital facilities worker operating a floor cleaning machine
A hospital finance department worker having a virtual meeting on her computer.
A hospital finance department worker having a virtual meeting on her computer
A hospital human resources worker sitting next to her computer, talking with a colleague
A hospital human resources worker sitting next to her computer, talking with a colleague
A hospital IT or cybersecurity worker looking at a rack of computers
A hospital IT or cybersecurity worker looking at a rack of computers
Hospital laboratory workers working with high-tech machines in a laboratory
Hospital laboratory workers working with high-tech machines in a laboratory
A hospital marketing communications professional having a virtual meeting on her computer.
A hospital marketing communications professional having a virtual meeting on her computer.
Two nurses talking with a female patient who is sitting on an examination table
Two nurses talking with a female patient who is sitting on an examination table
Two advanced practice nurses talking with a female patient who is sitting on an examination table
Two advanced practice nurses talking with a female patient who is sitting on an examination table
Two nurses giving care to a female patient in a hospital ward
Two nurses giving care to a female patient in a hospital ward
Nursing working at patient's bedside
Nurse working with a patient at the bedside
A young nursing graduate viewing a patient monitor in a hospital ward
A young nursing graduate viewing a patient monitor in a hospital ward
Two occupational therapists and a nurse helping a female hospital patient to walk
Two occupational therapists and a nurse helping a female hospital patient to walk
Two pharmacists working together within a hospital pharmacy
Two pharmacists working together within a hospital pharmacy
A doctor talking with three nurses in a hospital ward setting
A doctor talking with three nurses in a hospital ward setting
A hospital office worker sitting at her desk looking at a computer screen
A hospital office worker sitting at her desk looking at a computer screen.
A research technician using a machine to test samples in a hospital laboratory
A research technician using a machine to test samples in a hospital laboratory
Three student nurses standing in a row in a hospital ward setting
Three student nurses standing in a row in a hospital ward setting
A hospital office worker sitting at her desk looking at a computer screen.
A hospital office worker sitting at her desk looking at a computer screen
Woman researcher working in a lab
Masked lab professional using lab equipment

Information Technology Service Desk Specialist II

Cleveland, OH, US


View saved jobs

View saved jobs

req#: 282651
Location: Cleveland, OH

Facilities: Remote Location,

Professional Area: IT and Cybersecurity

Department: 1097 ITD Enterprise Service Desk-Information Tech Div

Job Code: M99996

Schedule: Full Time

Shift: Day/Evening/Night/Weekend

 

Information Technology Service Desk Specialist II 

 

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the country. At Cleveland Clinic, 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 an Information Technology Service Desk Specialist II, you will provide phone-based support service to Cleveland Clinic customers (internal and external) identified as Enterprise and clinical calls, including physicians, caregivers, and patients, by providing a single point of contact to report problems or direct inquiries regarding standard IT-related "break-fix" and "how- to" issues in accordance with appropriate industry standards throughout the Enterprise. This position also handles general administrative duties as assigned. 

 

A caregiver in this position works 7:00am – 3:30pm.  

 

A caregiver who excels in this role will:  

  • Provide effective telephone diagnostic evaluation of customers and call types including enterprise and clinical support.  

  • Use judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Resolution includes but is not limited to the following: identify, research, and resolve issues. 

  • Document work in the ITSM ticket-tracking tool and utilize the knowledge base for troubleshooting and, when appropriate, dispatch.  

  • Document, track and monitor problems to ensure a timely resolution.  

  • Meet or exceed identified metrics that support Service Desk SLAs and SOPs. 

  • Provide feedback on current knowledge articles, verify knowledge feedback from Service Desk Specialist I and submit to corresponding team for creation. 

  • Obtain ITIL Foundations certification within six months of employment.  

 

Minimum qualifications for the ideal future caregiver include:  

  • High school diploma or GED.  

  • Three years of IT related service desk experience in a high call volume Call Center. 

  • An associate’s degree with two years of service desk experience and one year of related IT experience may substitute the experience requirement.  

  • A bachelor’s degree and two years of service desk experience may substitute the experience requirement.  

  • Advanced technical troubleshooting skills.  

  • Knowledge of operating systems and software mediation.  

  • Strong analytical, communication, customer service, problem solving and active listening skills.  

 

Preferred qualifications for the ideal future caregiver include: 

  • IT experience in a healthcare organization.  

  • Help Desk Institute (HDI) certification or other IT Service Desk certification.  

 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/ 

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.

Personal Protective Equipment:

  • Follows standard precautions using personal protective equipment as required.

Pay Range

Minimum hourly: $18.88

Maximum hourly: $28.80

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.

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 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

View saved jobs

Contact a recruiter

Leyla
Contact me now
Book time to connect

Apply Today!

Explore
Cleveland, OH

Contact a recruiter

Leyla
Contact me now
Book time to connect
3 women medical professionals around a hospital workstation

Sign up for our Talent Community