**AdventHealth Information Technology** **All the benefits and perks you need for you and your family:** + Benefits from Day One + Career Development + Whole Person Wellbeing Resources + Award-winning IT Department **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. **Schedule:** Full-Time, 7:00am – 4:00pm, Monday - Friday **The role you’ll contribute:** The Service Desk Analyst – Intermediate is a self-driven, motivated individual who consistently achieves results and expectations. In addition to answering incoming technical support phone calls from all AdventHealth facilities, this integral team member serves as an operational lead for the Service Desk and works in conjunction with leadership on improving process and workflow opportunities. **The value you’ll bring to the team:** + Provides a first level of contact for internal and external customers within AdventHealth Systems by responding to incoming phone calls, web chat sessions, and eSupport inquiries pertaining to Information Technology incidents and requests + Delivers world class customer service by positively engaging with each customer in a professional, empathetic, and friendly manner to ensure a consistent high degree of satisfaction + Analyzes, triages, and resolves Information Technology incidents and requests pertaining to the business or clinical environment utilizing remote control technologies and knowledge documentation to support the customer’s needs + Provides clear, detailed, and concise documentation in the computerized tracking system by including troubleshooting / resolutions steps and proofreading for spelling / grammar to guarantee high quality work + Identifies repetitive patterns of technical issues, knowledge / resolution opportunities and communicates suggestions to leadership to increase department education + Creates and conducts new employee and continuous training among the Service Desk staff with the intention to endorse accuracy, high quality, and consistency within the established job duties + Provides procedural guidance, performance coaching and technical support among the team to promote consistency, increased performance and resolution + Creates, compiles, and presents data and analytics pertaining to the Service Desk operation to leadership with the purpose of illustrating trending and efficiencies Qualifications **The expertise and experiences you’ll need to succeed:** **KNOWLEDGE AND SKILLS 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 **KNOWLEDGE AND SKILLS PREFERRED** **:** + Possess proficient knowledge of the ServiceNow computerized ticketing system + Knowledge with ITIL methodologies & ITSM framework **EDUCATION AND EXPERIENCE REQUIRED** **:** + Associate’s Degree in related field or equivalent work experience + Minimum of 2 years’ experience working at a Service Desk, call center, or customer facing role **EDUCATION AND EXPERIENCE PREFERRED** **:** + Bachelor's Degree in related field + Minimum of 2 years' experience working at a Service Desk, call center, or customer facing role **LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED** **:** + ITIL Foundation certification **LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED** **:** + CompTIA A and/or Net 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:** 24039245 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.