IT Customer Service Analyst

Adventist Health; Roseville (CA); On-site; USD 52,000 - 70,000; Full time

Job summary

A nonprofit integrated health system in California is looking for an Entry-Level IT Support Specialist. This role involves providing customer support for information technology users by troubleshooting and resolving software and hardware issues. Candidates should have an Associate’s degree or equivalent experience and possess strong customer service and technical skills. The position requires effective communication and the ability to assist users in navigating technical problems. This is a full-time position with room for growth within the organization.

Qualifications

• Strong communication skills for customer interaction.
• Ability to manage service requests efficiently.
• Experience in IT application support.

Responsibilities

• Provide technical support via multiple channels.
• Assist customers with software and system access issues.
• Identify and escalate complex problems.
• Identifies service and process improvements. Utilizes and creates knowledge articles and processes to help support and resolve issues.
• Performs monitoring and proactive action to resolve system issues timely and before customer impact. Assists/completes customer service requests and operational maintenance tasks. Escalates difficult calls or issues to the support specialists and supervisors.
• Performs other job‑related duties as assigned.

Skills

Customer support

Troubleshooting

Technical problem resolution

Service management tools

Education

Associate’s/Technical Degree or equivalent experience

Bachelor’s Degree

Job description

Job Description

Located in the metropolitan area of Sacramento, the Adventist Health corporate headquarters have been based in Roseville, California, for more than 40 years. In 2019, we unveiled our WELL-certified campus – a rejuvenating place for associates systemwide to collaborate, innovate and connect. Whether virtual or on campus, Adventist Health Roseville and shared service teams have access to enjoy a welcoming space designed to promote well‑being and inspire your best work.

Job Summary

Provides customer support for information technology customers by troubleshooting, investigating and resolving software and hardware problems, system access requests and requests for information regarding enterprise computer systems. Works with other information technology and non‑information technology teams on development, training, documentation, and support of major computer applications and technologies.

Job Requirements

• Associate’s/Technical Degree or equivalent combination of education/related experience: Required
• Bachelor’s Degree: Preferred
• Three years’ applications/technical experience: Preferred

Essential Functions

• Responds to telephone, chat, voicemail, self‑service and email requests for assistance, promptly, professionally and courteously.
• Assists the customer with application, access, and technical system problems, taking appropriate action and follow‑through within the scope of responsibility. Triages calls, incidents, and service request routing to other support and project teams.
• Utilizes IT service management and other support tools to meet the service level agreements. Makes complete entries to allow tracking, escalation, and administrative report generation regarding reported problems. Assigns problems appropriately to ensure timely resolution.
• Identifies service and process improvements. Utilizes and creates knowledge articles and processes to help support and resolve issues.
• Performs monitoring and proactive action to resolve system issues timely and before customer impact. Assists/completes customer service requests and operational maintenance tasks. Escalates difficult calls or issues to the support specialists and supervisors.
• Performs other job‑related duties as assigned.

Organizational Requirements

Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations as a condition of employment and annually thereafter, where applicable. Medical and religious exemptions may apply.

Adventist Health participates in E‑Verify. Visit https://adventisthealth.org/careers/everify/ for more information about E‑Verify. By choosing to apply, you acknowledge that you have accessed and read the E‑Verify Participation and Right to Work notices and understand the contents therein.

About Us

Adventist Health is a faith‑based, nonprofit, integrated health system serving more than 100 communities on the West Coast and Hawaii with over 440 sites of care, including 27 acute care facilities. Founded on Adventist heritage and values, Adventist Health provides care in hospitals, clinics, home care, and hospice agencies in both rural and urban communities. Our compassionate and talented team of more than 38,000 includes employees, physicians, Medical Staff, and volunteers driven in pursuit of one mission: living God's love by inspiring health, wholeness and hope.

Seniority level

Entry level

Employment type

Full‑time

Job function

Other

Industries

Hospitals and Health Care