IT Customer Service Analyst - ONSITE

Adventist Health • Roseville, CA

15h • Onsite

About The Position

Provides customer support for information technology customers by troubleshooting, investigating and resolving software and hardware problems, system access requests and requests for information regarding enterprise computer systems. Works with other information technology and non-information technology teams on development, training, documentation, and support of major computer applications and technologies.

Requirements

• Associate's/Technical Degree or equivalent combination of education/related experience: Required

Nice To Haves

• Bachelor's Degree
• Three years' applications/technical experience

Responsibilities

• Responds to telephone, chat, voice mail, self-service and email requests for assistance, promptly, professionally and courteously.
• Assists the customer with application, access, and technical system problems, taking appropriate action and follow through within the scope of responsibility. Triages calls, incidents, and service request routing to other support and project teams.
• Utilizes IT service management and other support tools to meet the service level agreements. Makes complete entries to allow tracking, escalation, and administrative report generation regarding reported problems. Assigns problems appropriately to ensure timely resolution.
• Identifies service and process improvements. Utilizes and creates knowledge articles and processes to help support and resolve issues.
• Performs monitoring and proactive action to resolve system issues timely and before customer impact. Assists/completes customer service requests and operational maintenance tasks. Escalates difficult calls or issues to the support specialists and supervisors.
• Performs other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees