Associate Support Center Analyst

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 first-level telephone 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.

Job Requirements:

Education and Work Experience:

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

Essential Functions:

• Responds to telephone, voice mail, self-service and email requests for assistance, promptly, professionally and courteously.
• Assists the customer with computer system problems, taking appropriate action and follow through within the scope of responsibility. Triages calls to Tier 2 or Tier 3 as outlined.
• Effectively utilizes the help desk system software in an effort to meet the service level agreement. Makes complete entries to allow tracking, escalation, and administrative report generation regarding reported problems. Appropriately assigns problems to ensure timely resolution.
• Escalates difficult calls to the Support Center Team Lead or Support Center Supervisor.
• 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, including, but not limited to, measles, mumps, flu (based on the seasonal availability of the flu vaccine typically during October-March each year), COVID-19 vaccine (required in CA, HI and OR) etc., as a condition of employment, and annually thereafter. Medical and religious exemptions may apply.

Adventist Health is a faith-based, nonprofit, integrated health system serving more than 90 communities on the West Coast and Hawaii with over 400 sites of care, including 26 acute care facilities, clinics, home care, and hospice agencies in both rural and urban communities. Our compassionate and talented team of 37,000 includes employees, physicians and volunteers driven in pursuit of one mission: living God's love by inspiring health, wholeness and hope.