IT Customer Service Analyst

Adventist Health•Roseville, CA

About The Position

Located in the metropolitan area of Sacramento, the Adventist Health corporate headquarters have been based in Roseville, California, for more than 40 years. In 2019, we unveiled our WELL-certified campus - a rejuvenating place for associates systemwide to collaborate, innovate and connect. Whether virtual or on campus, Adventist Health Roseville and shared service teams have access to enjoy a welcoming space designed to promote well-being and inspire your best work. Job Summary: 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
Three years' applications/technical experience: Preferred
Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations as a condition of employment and annually thereafter, where applicable. Medical and religious exemptions may apply.
Adventist Health participates in E-Verify. Visit https://adventisthealth.org/careers/everify/ for more information about E-Verify. By choosing to apply, you acknowledge that you have accessed and read the E-Verify Participation and Right to Work notices and understand the contents therein.

Nice To Haves

Bachelor's Degree: Preferred

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.