"Alerted.org

All the benefits and perks you need for you and your family:

- Benefits from Day One

- Paid Days Off from Day One

- Student Loan Repayment Program

- Career Development

- Whole Person Wellbeing Resources

- Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. Its 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.

**Schedule:** Full Time

The role you'll contribute:

The Service Desk Tier II Analyst Intermediate serves an integral role in overseeing the daily operation of the Service Desk Tier II team within Adventist Health Systems. This role primarily focuses on the Service Operation phase of the ITIL lifecycle and closely monitors the Tier II service levels and key performance Indicators (KPIs) to ensure all goals are achieved.

Must have an ITIL and A Certification.

The value you'll bring to the team:

+ Monitors the daily operation of the Tier II team by managing the ticket queue, prioritizing and delegating departmental duties among the staff to ensure service levels and team goals are achieved

+ Analyzes, triages, & resolves advanced remote hardware and software applications including but not limited to, Microsoft Office, Exchange / Office 365, Active Directory, SSCM, Citrix, Virtual Private Network, Windows / MAC OS, Internet Browsers, Mobile Device Management etc, utilizing remote control technologies to support the customers needs

+ Serves as the first point of contact for customer / ticket escalations by addressing concerns immediately to aide is restoring the customers incident or request in a timely and accurate manner

+ Provides procedural guidance and technical support among the team to promote consistency and increased resolution

+ Creates, maintains, and publishes knowledge document articles in the established Tier II knowledgebase

+ Identifies & researches repetitive patterns of technical issues / knowledge & systems security opportunities, in an effort, to increase Tier II education and resolution

+ Provides world class service by positively engaging with internal & external customers to establish a high degree of customer satisfaction

+ Conducts thorough analysis on all tickets assigned by exhausting all troubleshooting solutions to increase individual and team resolution

Qualifications

The expertise and experiences you'll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED** **:

+ Possesses strong organizational, interpersonal, & analytical skills

+ Possesses proficient knowledge in troubleshooting various technologies such as hardware, software, & mobile device management

+ Ability to remain focused amongst constant interruptions while delivering all tasks on or before timeline goals or service level expectations

+ Ability to easily adapt to an ever-changing environment while remaining current with new processes and technologies

+ Ability self-motivate, work independently, and take ownership of assigned tasks

+ Possesses proficient knowledge of the ServiceNow computerized ticketing system

+ Knowledgeable with ITIL methodologies & ITSM framework

_KNOWLEDGE AND SKILLS PREFERRED:_

2 working as a desktop / remote field technician

EDUCATION AND EXPERIENCE REQUIRED** **:

• Associate in related field or equivalent work experience

• 2 working in a Service Desk / technical support role

• 2 troubleshooting software applications such as (Active Directory, Citrix, Exchange / Office 365, Mobile Device Management, Virtual Private Network, Internet Browsers, Windows / Mac OS, etc)

_EDUCATION AND EXPERIENCE PREFERRED:_

• Bachelor's in related field

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED** **:

+ CompTIA A Certification

+ Information Technology Infrastructure Library (ITIL)

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED** **:

+ CompTIA Network Certification

+ ITIL Operational Support & Analysis Certification

+ Microsoft Certified Professional (MCP)

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

**Category:** Information Systems

**Organization:** AdventHealth Information Technology

**Schedule:** Full-time

**Shift:** 1 - Day

**Req ID:** 25018106

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.