ALL THE BENEFITS AND PERKS YOU NEED FOR YOU AND YOUR FAMILY:

• Benefits from Day One
• Paid Days Off from Day One
• Student Loan Repayment Program
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support

KNOWLEDGE AND SKILLS REQUIRED :

• Possesses strong organizational, interpersonal, & analytical skills
• Possesses proficient knowledge in troubleshooting various technologies such as hardware, software, & mobile device management
• Ability to remain focused amongst constant interruptions while delivering all tasks on or before timeline goals or service level expectations
• Ability to easily adapt to an ever-changing environment while remaining current with new processes and technologies
• Ability self-motivate, work independently, and take ownership of assigned tasks
• Possesses proficient knowledge of the ServiceNow computerized ticketing system
• Knowledgeable with ITIL methodologies & ITSM framework

KNOWLEDGE AND SKILLS PREFERRED:

2 working as a desktop / remote field technician

EDUCATION AND EXPERIENCE REQUIRED :

• Associate in related field or equivalent work experience
• 2 working in a Service Desk / technical support role
• 2 troubleshooting software applications such as (Active Directory, Citrix, Exchange / Office 365, Mobile Device Management, Virtual Private Network, Internet Browsers, Windows / Mac OS, etc)

EDUCATION AND EXPERIENCE PREFERRED:

• Bachelor’s in related field

The Service Desk Tier II Analyst – Intermediate serves an integral role in overseeing the daily operation of the Service Desk Tier II team within Adventist Health Systems. This role primarily focuses on the Service Operation phase of the ITIL lifecycle and closely monitors the Tier II service levels and key performance Indicators (KPIs) to ensure all goals are achieved.