Tier II IT Service Desk Analyst — Elevate User Support

AdventHealth; United States; On-site; USD 27,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Paid Time Off from Day One

403-B Retirement Plan

Parental Leave

Job summary

AdventHealth in Altamonte Springs, FL, is seeking a Tier II IT Service Desk professional. You will analyze, triage, and resolve advanced hardware and software issues across Windows, Citrix, and Office 365 environments, while documenting steps in the ticketing system and ensuring customer satisfaction.

Responsibilities include remote support, knowledge sharing with the team, and meeting KPIs. A 1+ year service desk background and Associate degree are required, with ITIL or CompTIA preferred.

Qualifications

• Associate degree required; 1+ year in service desk/technical support.
• Experience troubleshooting software such as Active Directory, Citrix, Exchange/Office 365, MDM, VPN, browsers, Windows/Mac OS.
• ITIL Foundation and CompTIA certifications preferred.

Responsibilities

• Identifies patterns in technical issues to improve Tier II education and resolutions.
• Exceeds KPIs by delivering timely, high-quality support.
• Maintains up-to-date knowledge of technologies and best practices.

Skills

Organizational skills

Interpersonal skills

Analytical skills

Troubleshooting

Independent work

Education

Associate degree

Bachelor’s degree

Tools

ServiceNow

Windows OS

Citrix

Office 365

Active Directory

MDM

Job description

AdventHealth in Altamonte Springs, FL, is seeking a Tier II IT Service Desk professional. You will analyze, triage, and resolve advanced hardware and software issues across Windows, Citrix, and Office 365 environments, while documenting steps in the ticketing system and ensuring customer satisfaction.

Responsibilities include remote support, knowledge sharing with the team, and meeting KPIs. A 1+ year service desk background and Associate degree are required, with ITIL or CompTIA preferred.