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

• Benefits from Day One
• 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.

Shift : Monday- Friday Fulltime 8:00am-5:00pm (Hybrid)

Job Location : Altamonte Springs

The role you will contribute:

The Service Desk Analyst is a key member of the AIT Service Desk team and plays a critical role in providing a single point of contact for both internal and external customers within AdventHealth Systems. The primary function within this role is to respond to incoming requests for support via telephone, web chat sessions, and self-service portal inquiries from all AdventHealth System facilities.

The value you will bring to the team:

• 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.

The expertise and experiences you'll need to succeed:

• Associate degree Required
• 1 Work Experience Required
• Possesses strong customer service skills
• Possesses proficient knowledge in troubleshooting various technologies such as hardware, software, & mobile device management
• Possesses strong organizational, interpersonal, & analytical skills
• Possess proficient knowledge of the ServiceNow computerized ticketing system
• Knowledge with ITIL methodologies & ITSM framework

Preferred Qualifications:

• Bachelor's degree Preferred
• Information Technology Infrastructure Library (ITIL) Preferred
• CompTIA A Certification (COMPTIA-A ) Preferred
• CompTIA Network Certification (NETWORK ) Preferred

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: 25038764

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.