Tier II IT Service Desk Analyst — Elevate IT 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

Career Development

Well-being Resources

Mental Health Resources

Pet Benefits

Job summary

AdventHealth in Altamont­e Springs, FL is seeking a Tier II Service Desk Technician to identify and resolve advanced technical issues across Windows, Mac, AD, Citrix, Exchange/Office 365, VPN, and MDM. You will document steps and maintain knowledge with ITIL-aligned processes, delivering world-class customer service and timely resolutions.

You will work a day shift in a full-time role, collaborate with teammates, participate in ongoing training, and strive for high customer satisfaction while

Qualifications

• Associate degree required; Bachelor’s preferred.
• 1+ year of experience in a service desk / technical support role.
• Experience troubleshooting AD, Citrix, Exchange / Office 365, MDM, VPN, browsers, Windows/Mac.

Responsibilities

• Identify patterns of technical issues to improve Tier II education and resolution.
• Exceed KPIs to achieve results.
• Maintain up-to-date knowledge of technologies and best practices.
• Collaborate with team to improve service delivery.
• Analyze, triage, and resolve advanced remote hardware and software applications (Office 365, AD, Citrix, VPN, browsers, Windows/Mac).
• Utilize remote control technologies to support customer needs.
• Provide world-class service and high customer satisfaction.
• Answer inbound Tier 2 calls and document resolutions.
• Document troubleshooting steps in the tracking system.
• Follow up to ensure ticket resolution.
• Participate in ongoing training.
• Perform other duties as assigned.

Skills

IT Support

Tier II

Active Directory

Office 365

Citrix

VPN

Mobile Device Mgmt

Windows

Mac OS

ServiceNow

ITIL

Education

Associate

Bachelor's

Tools

ServiceNow

Office 365

Citrix

Remote Support Tools

Job description

AdventHealth in Altamont­e Springs, FL is seeking a Tier II Service Desk Technician to identify and resolve advanced technical issues across Windows, Mac, AD, Citrix, Exchange/Office 365, VPN, and MDM. You will document steps and maintain knowledge with ITIL-aligned processes, delivering world-class customer service and timely resolutions.

You will work a day shift in a full-time role, collaborate with teammates, participate in ongoing training, and strive for high customer satisfaction while