Associate IT Service Desk Analyst at AdventHealth… · ADVENTHEA…

Summary: AdventHealth Colorado is a community-focused healthcare organization, and they are seeking an Associate IT Service Desk Analyst. This role involves providing a single point of contact for IT-related incidents and requests, delivering excellent customer service, and maintaining compliance with company policies. Responsibilities: - 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 Required Qualifications: - 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 - Associate - 1+ working at a service desk, call center, or customer facing role Preferred Qualifications: - Possess proficient knowledge of the ServiceNow computerized ticketing system - Knowledge with ITIL methodologies & ITSM framework - Bachelor's - 2+ working at a service desk, call center, or customer facing role - Information Technology Infrastructure Library (ITIL) - CompTIA A+ Certification (COMPTIA-A+) - CompTIA Network+ Required Skills: Troubleshooting Hardware, Troubleshooting Software, Mobile Device Management, ServiceNow, ITIL Methodologies, ITSM Framework Benefits: Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance, Paid Time Off from Day One, 403-B Retirement Plan, 4 Weeks 100% Paid Parental Leave, Career Development, Whole Person Well-being Resources, Mental Health Resources and Support, Pet Benefits