AIT Associate IT Service Desk Analyst

AdventHealth; Florida; Vor Ort; USD 26.000 - 42.000; Vollzeit

Benefits dieser Stelle

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

PTO from Day One

403B Retirement

Parental Leave

Career Development

Well-being Resources

Mental Health Resources

Pet Benefits

Zusammenfassung

AdventHealth in Altamonte Springs, FL seeks an IT Help Desk Analyst to be the single point of contact for internal and external users seeking IT support. You will respond by phone, chat, and self-service, document interactions, and collaborate with IT teams to resolve issues promptly.

Ideal candidates will have strong customer service, solid troubleshooting across hardware, software, and mobile devices, and familiarity with ServiceNow. An Associate degree is required; a Bachelor's is preferred.

Qualifikationen

• Associate degree required.
• Bachelor's degree preferred.
• 2+ years in service desk or customer facing role preferred.
• Experience with ServiceNow is preferred.
• ITIL/ITSM knowledge preferred.

Aufgaben

• Respond to support requests via phone, web chat, and self-service portal inquiries.
• Document interactions and resolutions in the tracking system.
• Collaborate with IT teams to resolve complex issues.
• Provide world-class customer service with professionalism and empathy.
• Adhere to company policies and maintain compliance.

Ausbildung

Associate degree

Bachelor's degree

Tools

ServiceNow

ITIL

Troubleshooting

Customer service

Jobbeschreibung

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Schedule:

Full time

Shift:

Day (United States of America)

Address:

902 INSPIRATION AVE

City:

ALTAMONTE SPRINGS

State:

Florida

Postal Code:

32714

Job Description:

Responsible for providing a single point of contact for both internal and external customers within the healthcare system. This position responds to incoming requests for support via telephone, web chat sessions, and self-service portal inquiries. This role ensures timely and effective resolution of issues to maintain system functionality. In addition, this position documents all interactions and resolutions accurately. Additionally, this role collaborates with other IT teams to elevate and resolve complex issues. Responsibilities for this role include responding to support requests, documenting interactions, and collaborating with information technology teams.

• Provides a single point of contact for internal and external customers by responding to incoming telephone calls, web chat sessions, and self-service inquiries related to information technology incidents and requests.
• Delivers world-class customer service by engaging with each customer in a professional, empathetic, and friendly manner to ensure a high degree of satisfaction.
• Analyzes, triages, and resolves information technology incidents and requests using remote control technologies and knowledge documentation to support customer needs.
• Provides clear, detailed, and concise documentation in the computerized tracking system, including troubleshooting and resolution steps, ensuring high-quality work.
• Adheres to all company policies and procedures to maintain compliance and standards within the department.
• Demonstrates adaptability and flexibility in an ever-changing environment by being open to changes, schedule modifications, and mandatory overtime to assist business needs.
• Identifies repetitive patterns of technical issues and communicates suggestions to leadership to increase department education.
• Achieves individual key performance indicators (KPIs) such as quality assurance, productivity, and employee performance snapshot (EPS) by adhering to expectations to align with departmental goals.
• Facilitates the creation and maintenance of proper product documentation.
• Manages project status and communications, resources, change requests, risks, and issues.
• Provides ongoing coordination in the analysis, acquisition, and installation of hardware and software.
• Develops staff through coaching and mentoring, providing performance feedback, and establishing performance and development plans.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Possesses strong customer service skills [Required]
• Possesses proficient knowledge in troubleshooting various technologies such as hardware, software, & mobile device management [Required]
• Possesses strong organizational, interpersonal, & analytical skills [Required]
• Possess proficient knowledge of the ServiceNow computerized ticketing system [Preferred]
• Knowledge with ITIL methodologies & ITSM framework [Preferred]

Education:

• Associate [Required]
• Bachelor's [Preferred]

Field of Study:

• in related field

Work Experience:

• 1+ working at a service desk, call center, or customer facing role [Required]
• 2+ working at a service desk, call center, or customer facing role [Preferred]

Additional Information:

• An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement:
• Associate Degree OR 3+ years of experience in related field

Licenses and Certifications:

• Information Technology Infrastructure Library (ITIL) [Preferred]
• CompTIA A+ Certification (COMPTIA-A+) [Preferred]
• CompTIA Network+ [Preferred]

Physical Requirements:

Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

$18.87 - $30.19

Background Screening Requirement (Florida Law)

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.