Tier 2 IT Service Desk Analyst – Advanced Support

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

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.