Job Details

Job Title

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.

Job Requirements

Education and Work Experience:

• Associate's/Technical Degree or equivalent combination of education/related experience: Required
• Bachelor's Degree: Preferred
• Three years' applications/technical experience: Preferred

Essential Functions

• 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.

Organizational Requirements

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 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.

Job Identification: 55023

Job Category: Analyst

Locations: ONE Adventist Health Way, Roseville, CA, 95661, US

Assignment Category: Full-time regular

Pay Range: The estimated base pay for this position is $29.14 to $39.96. Additional individual compensation may be available for this role through differentials, extra shift incentives, bonuses, etc. Base pay is only a portion of the total rewards package, and a comprehensive benefits program is available for qualifying positions. Please contact our Talent Acquisition team for more information.

Hiring Department: IT - Customer Service

Shift Length: 8 Hours