Intermediate IT Service Desk Analyst Tier 2

AdventHealth; Florida; On-site; USD 28,000 - 51,000; Full time

Job summary

AdventHealth is seeking a Service Desk Tier II lead in Florida to oversee daily operations, monitor KPIs, and drive timely incident resolution. You will provide advanced support for Office 365, AD, Citrix, and more, while guiding colleagues and maintaining high customer satisfaction.

The role requires 2+ years in service desk roles and relevant certifications; a strong tilt toward process improvements and knowledge base creation is expected. Monday–Friday, day shift, on-site in Altamonte Springs.

Qualifications

• Requires Associate degree; Bachelor's preferred.
• 2+ years in a service desk or technical support role.
• Proficient troubleshooting of hardware, software, and mobile device management.

Responsibilities

• Oversee daily operation of the Service Desk Tier II team and monitor KPIs.
• Manage ticket queue by priority and assign tickets.
• Provide advanced technical support for hardware and software including Office 365, AD, SCCM, Citrix, VPN, Windows/Mac OS.
• Use remote tools to assist customers and resolve issues.
• Act as first point of contact for escalated issues and ensure timely resolution.
• Develop knowledge base to improve resolution rates and service delivery.

Skills

Organizational skills

Analytical skills

Interpersonal skills

Troubleshooting

ServiceNow

ITIL

Education

Associate degree

Bachelor's degree

Tools

ServiceNow

Citrix

Office 365

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:

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 or equivalent work experience
• 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]

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.