Hiring: Associate IT Service Desk Analyst Tier 2 Company: AdventHealth Location: Altamonte Springs, FL Job Posted Time: 2026-09-16 22:28:15 Employment Type: Full-time / Remote Target Skills & Keywords : Microsoft Office, ServiceNow About the job Experience: •1+ year of experience working in a service desk / technical support role [Required] •1+ year of experience troubleshooting software applications such as [Preferred] •1+ year of experience working as a desktop / remote field technician [Preferred] Required Skills: •Identifies repetitive patterns of technical issues, knowledge, and systems security opportunities to increase Tier II education and customer resolution. •Achieves individual and team key performance indicators (KPIs) by exceeding expectations to attain results. •Maintains up-to-date knowledge of relevant technologies and industry best practices. •Collaborates with team members to share knowledge and improve service delivery. •Analyzes, triages, and resolves advanced remote hardware and software applications, including Microsoft Office, Exchange / Office 365, Active Directory, SSCM, Citrix, Virtual Private Network, Windows / MAC OS, Internet Browsers, and Mobile Device Management. •Utilizes remote control technologies to support customer needs. •Provides world-class service by positively engaging with each customer to establish a high degree of customer satisfaction. •Answers inbound Tier 2 phone calls related to customer inquiries, status checks, and ticket escalations to assist customers in a timely manner. Qualifications: •Possesses strong organizational, interpersonal, & analytical skills [Required] •Possesses proficient knowledge in troubleshooting various technologies such as hardware, software, & mobile device management [Required] •Demonstrated capacity to remain focused amongst constant interruptions while delivering all tasks on or before timeline goals or service level expectations [Required] •Demonstrated capacity 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] •(Please click the link below to view work requirements) •Associate's degree and 1+ year of experience working in a service desk / technical support role [Required] OR High School Grad or Equiv and 2+ years of experience working in a service desk / technical support role [Required] •ITIL Foundation Certification (ITIL-F) [Preferred] Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!