Job Information
AdventHealth AIT - Service Desk Analyst Associate in Altamonte Springs, Florida
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, 8:45am – 5:45pm, Sunday, Monday, Tuesday, Wednesday, and Friday
The role you’ll 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’ll bring to the team:
· Provides a single point of contact for internal and external customers within AdventHealth Systems by responding to incoming telephone calls, web chat sessions, and self-service 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
· Retains and adheres to all AdventHealth System policies and procedures in order 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, knowledge / resolution opportunities and communicates suggestions to leadership to increase department education
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
EDUCATION AND EXPERIENCE REQUIRED :
· Associate’s Degree in related field or equivalent work experience
· Minimum of 1 year experience working at a Service Desk, call center, or customer facing role
· Prior experience with patient care, working within EMR's, and familiarity with HIPAA preferred
LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED :
- ITIL Foundation certification or willing to achieve within sixty days of employment
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: 24033394
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.