Lead IT Service Desk Analyst (Tier II)

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

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.