Associate IT Service Desk Analyst Tier 2

AdventHealth; Town of Florida (NY); On-site; USD 27,000 - 50,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Paid Time Off

403(b) Retirement Plan

Parental Leave

Career Development

Well-being Resources

Mental Health Resources

Pet Benefits

Job summary

AdventHealth in Altamonte Springs, FL is seeking an IT Service Desk professional to handle Tier II support, troubleshoot a range of hardware and software issues, and ensure high customer satisfaction. You will work on incidents involving Office 365, Active Directory, Citrix, VPNs, Windows and macOS, with a focus on timely resolutions and knowledge sharing across the team.

The role requires 1+ year in a service desk/technical support, an associate degree, and familiarity with ITIL/ITSM practices.

Qualifications

• Associate degree is required.
• Bachelor's degree preferred.
• Field of study in a related area is beneficial.

Responsibilities

• Identify recurring technical issues to improve Tier II education and customer resolution.
• Achieve KPIs by exceeding expectations to deliver results.
• Maintain up-to-date knowledge of relevant technologies.
• Collaborate with team to share knowledge and improve service delivery.
• Triages and resolves advanced remote hardware/software issues (Office 365, AD, Citrix, VPN, Windows/macOS, browsers, MDM).
• Use remote control tools to support customer needs.
• Provide world-class service by engaging with customers to ensure satisfaction.
• Answer inbound Tier 2 calls related to inquiries, status checks, and ticket escalations.
• Document troubleshooting and resolutions clearly in the tracking system.
• Perform thorough analysis on tickets to improve resolution.
• Follow up to ensure tickets are fulfilled.
• Participate in ongoing training and development.
• Perform other duties as assigned.

Skills

Organizational skills

Interpersonal skills

Analytical skills

Troubleshooting

ServiceNow

ITIL

ITSM

Education

Associate degree

Bachelor's degree preferred

Field of Study: related field

Tools

Active Directory

Citrix

Exchange/Office 365

VPN

Windows

Mac OS

Mobile Device Management

Job description

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

601 E ALTAMONTE DR

City

ALTAMONTE SPRINGS

State

Florida

Postal Code

32701

Job Description

• Identifies repetitive patterns of technical issues, knowledge, and systems security opportunities to increase Tier II education and customer resolution.
• Achieves individual and team key performance indicators (KPIs) by exceeding expectations to attain results.
• Maintains up-to-date knowledge of relevant technologies and industry best practices.
• Collaborates with team members to share knowledge and improve service delivery.
• Analyzes, triages, and resolves advanced remote hardware and software applications, including Microsoft Office, Exchange / Office 365, Active Directory, SSCM, Citrix, Virtual Private Network, Windows / MAC OS, Internet Browsers, and Mobile Device Management.
• Utilizes remote control technologies to support customer needs.
• Provides world-class service by positively engaging with each customer to establish a high degree of customer satisfaction.
• Answers inbound Tier 2 phone calls related to customer inquiries, status checks, and ticket escalations to assist customers in a timely manner.
• Provides clear, detailed, and concise documentation, including customer communication, troubleshooting, and resolution steps, in the computerized tracking system.
• Conducts thorough analysis on all assigned tickets by exhausting all troubleshooting solutions to increase individual and team resolution.
• Ensures all service tickets are successfully resolved by following up with the customer to confirm fulfillment.
• Participates in ongoing training and development to enhance skills and knowledge.
• Performs other duties as assigned.

Knowledge, Skills, And Abilities

• Possesses strong organizational, interpersonal, & analytical skills [Required]
• Possesses proficient knowledge in troubleshooting various technologies such as hardware, software, & mobile device management [Required]
• Ability to remain focused amongst constant interruptions while delivering all tasks on or before timeline goals or service level expectations [Required]
• Ability to easily adapt to an ever-changing environment while remaining current with new processes and technologies [Required]
• Ability self-motivate, work independently, and take ownership of assigned tasks [Required]
• Possesses proficient knowledge of the ServiceNow computerized ticketing system [Preferred]
• Knowledgeable with ITIL methodologies & ITSM framework [Preferred]

Education

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

Field Of Study

• in a related field

Work Experience

• 1+ year of experience working in a service desk / technical support role [Required]
• 1+ year of experience troubleshooting software applications such as (active directory, citrix, exchange / office 365, mobile device management, virtual private network, internet browsers, windows / mac os, etc) [Preferred]
• 1+ year of experience working as a desktop / remote field technician [Preferred]

Additional Information

• An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement:
• Associate's degree and 1+ year of experience working in a service desk / technical support role [Required] OR
• High School Grad or Equiv and 2+ years of experience working in a service desk / technical support role [Required]

Licenses And Certifications

• ITIL Foundation Certification (ITIL-F) [Preferred]
• CompTIA Network+ [Preferred]
• CompTIA A+ Certification (COMPTIA-A+) [Preferred]

Physical Requirements

(Please click the link below to view work requirements) Physical Requirements - https://tinyurl.com/23km2677

Pay Range

$19.41 - $36.10

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 the 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.