Associate IT Service Desk Analyst

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Responsible for providing a single point of contact for both internal and external customers within the healthcare system. This position responds to incoming requests for support via telephone, web chat sessions, and self-service portal inquiries. This role ensures timely and effective resolution of issues to maintain system functionality. In addition, this position documents all interactions and resolutions accurately. Additionally, this role collaborates with other IT teams to escalate and resolve complex issues. Responsibilities for this role include responding to support requests, documenting interactions, and collaborating with information technology teams.

• Provides a single point of contact for internal and external customers by responding to incoming telephone calls, web chat sessions, and self-service inquiries related to information technology incidents and requests.

• Delivers world-class customer service by engaging with each customer in a professional, empathetic, and friendly manner to ensure a high degree of satisfaction.

• Analyzes, triages, and resolves information technology incidents and requests using remote control technologies and knowledge documentation to support customer needs.

• Provides clear, detailed, and concise documentation in the computerized tracking system, including troubleshooting and resolution steps, ensuring high-quality work.

• Adheres to all company policies and procedures to maintain compliance and standards within the department.

• Demonstrates adaptability and flexibility in an ever-changing environment by being open to changes, schedule modifications, and mandatory overtime to assist business needs.

• Identifies repetitive patterns of technical issues and communicates suggestions to leadership to increase department education.

• Achieves individual key performance indicators (KPIs) such as quality assurance, productivity, and employee performance snapshot (EPS) by adhering to expectations to align with departmental goals.

• Facilitates the creation and maintenance of proper product documentation.

• Manages project status and communications, resources, change requests, risks, and issues.

• Provides ongoing coordination in the analysis, acquisition, and installation of hardware and software.

• Develops staff through coaching and mentoring, providing performance feedback, and establishing performance and development plans.

• Other duties as assigned.

• Possesses strong customer service skills [Required]

• Possesses proficient knowledge in troubleshooting various technologies such as hardware, software, & mobile device management [Required]

• Possesses strong organizational, interpersonal, & analytical skills [Required]

• Possess proficient knowledge of the ServiceNow computerized ticketing system [Preferred]

• Knowledge with ITIL methodologies & ITSM framework [Preferred]

• Associate [Required]

• Bachelor's [Preferred]

• in related field or equivalent work experience

• in related field

• 1+ working at a service desk, call center, or customer facing role [Required]

• 2+ working at a service desk, call center, or customer facing role [Preferred]

• Information Technology Infrastructure Library (ITIL) [Preferred]

• CompTIA A+ Certification (COMPTIA-A+) [Preferred]

• CompTIA Network+ [Preferred]

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse:
https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.