Tier II IT Support Specialist - Desktop & Remote Apps

AdventHealth; Florida; On-site; USD 26,000 - 50,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Job summary

AdventHealth in Altamonte Springs, FL is seeking a Service Desk Tier II technician. You will analyze and resolve complex remote hardware/software issues, including AD, Exchange/Office 365, Citrix, VPN, and MDM, while delivering world-class customer service.

The role emphasizes detailed ticket documentation, KPI achievement, and collaboration with teammates. A relevant associate degree or higher is required, with ITIL/ITSM familiarity preferred.

Qualifications

• 1+ year of experience in a service desk / technical support role.
• 1+ year of experience troubleshooting software applications (Active Directory, Citrix, Exchange/Office 365, VPN, browsers, Windows/macOS).
• 1+ year as a desktop/remote field technician (preferred).
• Equivalency options may apply for education/work experience.

Responsibilities

• Identify repetitive patterns to improve Tier II education and resolution.
• Resolve advanced remote hardware/software issues including AD, Exchange, Citrix, VPN, and MDM.
• Maintain up-to-date knowledge of technologies and industry best practices.
• Document clear, detailed communications and steps in the ticketing system.
• Ensure tickets are resolved and followed up with customers for fulfillment.

Skills

Organizational skills

Analytical skills

Interpersonal skills

Adaptability

Independence

Education

Associate degree

Bachelor's degree

Tools

ServiceNow

ITSM

ITIL Foundation

Job description

AdventHealth in Altamonte Springs, FL is seeking a Service Desk Tier II technician. You will analyze and resolve complex remote hardware/software issues, including AD, Exchange/Office 365, Citrix, VPN, and MDM, while delivering world-class customer service.

The role emphasizes detailed ticket documentation, KPI achievement, and collaboration with teammates. A relevant associate degree or higher is required, with ITIL/ITSM familiarity preferred.