Intermediate IT Service Desk Analyst Tier 2

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 overseeing the daily operation of the Service Desk Tier II team within the organization. This position focuses on the Service Operation phase of the ITIL lifecycle and monitors Tier II service levels and key performance indicators (KPIs) to ensure goals are achieved. Additionally, this role manages incident resolution, provides technical support, and ensures timely responses to service requests. In addition, this position analyzes performance data to identify trends and areas for improvement. Implements process enhancements to optimize service delivery and maintain high standards of customer satisfaction.

• Monitors the daily operation of the Service Desk Tier II team, ensuring efficient workflow and timely resolution of issues.

• Manages the ticket queue by prioritizing and assigning tickets based on urgency and complexity.

• Provides advanced technical support for hardware and software applications, including Microsoft Office, Exchange/Office 365, Active Directory, SCCM, Citrix, VPN, Windows/MAC OS, Internet Browsers, and Mobile Device Management.

• Utilizes remote control technologies to assist customers and resolve issues.

• Serves as the first point of contact for escalated customer/ticket issues, addressing concerns promptly to restore service.

• Analyzes performance data to identify trends and areas for improvement in service delivery.

• Develops and maintains knowledge base articles to support consistent and efficient issue resolution.

• Identifies and researches repetitive technical issues to enhance team education and resolution capabilities.

• Provides procedural guidance and technical support to team members to promote consistency and improve resolution rates.

• Engages positively with internal and external customers to ensure a high degree of customer satisfaction.

• Conducts thorough analysis on all assigned tickets, exhausting all troubleshooting solutions to increase resolution rates.

• Performs other duties as assigned.

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

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

• Ability to remain focused amongst constant interruptions while delivering all tasks on or before timeline goals or service level expectations [Required]

• Ability to easily adapt to an ever-changing environment while remaining current with new processes and technologies [Required]

• Ability self-motivate, work independently, and take ownership of assigned tasks [Required]

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

• Knowledgeable with ITIL methodologies & ITSM framework [Preferred]

• Associate [Required]

• Bachelor's [Preferred]

• in related field or equivalent work experience

• in related field

• 2+ troubleshooting software applications such as (active directory, citrix, exchange / office 365, mobile device management, virtual private network, internet browsers, windows / mac os, etc) [Required]

• 2+ working in a service desk / technical support role [Required]

• 2+ working as a desktop / remote field technician [Preferred]

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

• ITIL Foundation Certification (ITIL-F) [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.