Intermediate IT Service Desk Analyst Tier 2

AdventHealth; Florida; On-site; USD 27,000 - 51,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Parental Leave

403-B Plan

Career Development

Well-being Resources

Mental Health Resources

Pet Benefits

Job summary

AdventHealth is seeking a Service Desk Tier II Lead in Florida to oversee daily operations, monitor KPIs, and drive incident resolution across Windows, Office 365, AD, Citrix, VPN, and related technologies.

You will analyze performance data, develop knowledge base articles, and mentor staff to improve resolution rates while maintaining high customer satisfaction. This role reports to IT Service Operations.

Qualifications

• Associate degree required; Bachelor's preferred.
• 2+ years in service desk/technical support.
• 2+ years as desktop/remote field technician preferred.

Responsibilities

• Oversee daily operation of the Service Desk Tier II team.
• Manage ticket queue by priority and complexity.
• Provide advanced technical support for hardware and software (Office 365, AD, Citrix, VPN, Windows/Mac).
• Use remote control to assist customers and resolve issues.
• First point of contact for escalated issues to restore service.
• Analyze performance data to identify trends and improvements.
• Maintain knowledge base articles for consistent resolution.
• Identify repetitive issues to educate the team.
• Provide guidance to team to improve resolution rates.
• Engage with customers to ensure satisfaction.
• Perform other duties as assigned.

Skills

Organizational skills

Interpersonal skills

Analytical skills

Troubleshooting

Education

Associate degree

Bachelor's degree

Tools

ServiceNow

Office 365

Active Directory

Citrix

VPN

SCCM

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

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

Responsible for overseeing the daily operation of the Service Desk Tier II team within the organization. This position focuses on the Service Operation phase of the ITIL lifecycle and monitors Tier II service levels and key performance indicators (KPIs) to ensure goals are achieved. Additionally, this role manages incident resolution, provides technical support, and ensures timely responses to service requests. In addition, this position analyzes performance data to identify trends and areas for improvement. Implements process enhancements to optimize service delivery and maintain high standards of customer satisfaction.

• Monitors the daily operation of the Service Desk Tier II team, ensuring efficient workflow and timely resolution of issues.
• Manages the ticket queue by prioritizing and assigning tickets based on urgency and complexity.
• Provides advanced technical support for hardware and software applications, including Microsoft Office, Exchange/Office 365, Active Directory, SCCM, Citrix, VPN, Windows/MAC OS, Internet Browsers, and Mobile Device Management.
• Utilizes remote control technologies to assist customers and resolve issues.
• Serves as the first point of contact for escalated customer/ticket issues, addressing concerns promptly to restore service.
• Analyzes performance data to identify trends and areas for improvement in service delivery.
• Develops and maintains knowledge base articles to support consistent and efficient issue resolution.
• Identifies and researches repetitive technical issues to enhance team education and resolution capabilities.
• Provides procedural guidance and technical support to team members to promote consistency and improve resolution rates.
• Engages positively with internal and external customers to ensure a high degree of customer satisfaction.
• Conducts thorough analysis on all assigned tickets, exhausting all troubleshooting solutions to increase resolution rates.
• 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 related field

Work Experience

• 2+ troubleshooting software applications such as (active directory, citrix, exchange / office 365, mobile device management, virtual private network, internet browsers, windows / mac os, etc) [Required]
• 2+ working in a service desk / technical support role [Required]
• 2+ 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 2+ years of relevant experience [Required] OR
• High School Grad or Equiv and 4+ years of relevant experience[Required]

Licenses And Certifications

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

Physical Requirements:

(Please click the link below to view work requirements)

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

Pay Range

$19.96 - $37.11

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.