**Job ID:** 117864
+ Provides effective Level 2 diagnostic resolution for escalated Technical and Clinical incidents for hardware, software, network, printer, etc. issues utilizing available tools and knowledge from the Service Desk Level 1.
+ Works with caregivers to evaluate and resolve technical problems via phone.
+ Provide simple 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 all work queues and follows standard procedures for work completion and/or updates as appropriate.
+ Performs problem identification and escalates within team.
+ 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
+ Meets or exceeds identified metrics that support Service Desk SLAs and SOPs.
+ Other duties as assigned
+ Associates degree related to Information Technology, Healthcare
+ Bachelor’s degree preferred
+ 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
+ **Minimum 2 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**
+ **Clinical position: Experience in a Clinical setting; experience with EPIC or other EMR system**
+ 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.
+ Additional three years of experience may offset Associate degree.
Keywords: Clinical Service Desk Specialist, Clinical Help Desk Analyst, EMR Help Desk Analyst, Epic Help Desk Analyst
Cleveland Clinic is pleased to be an equal employment/affirmative action employer: Women/Minorities/Veterans/Individuals with Disabilities.