IT Service Desk Associate - Days

Tampa General Hospital • Tampa, FL

2d

About The Position

The IT Service Desk Associate is the initial point of contact for technology-related issues within Tampa General Hospital. The role provides technical support to a diverse user base, including patients, doctors, nurses, administrative staff, and technicians. Support is provided by phone and remotely, with warm transfers to specific IT teams for continuity and escalation to IT On-Call teams for urgent matters according to established priorities and SLAs.

The associate answers basic questions, resolves computer problems, troubleshoots hardware, software, and networking issues, and installs and configures software and hardware. The role also provides or coordinates basic training on applications and hardware, helps create knowledge base documents, and follows standard Service Desk procedures while maintaining thorough records and industry-standard service desk metrics.

The associate may also participate in chat services, train new Service Desk hires, and manage Service Desk queues. The role performs assigned duties in accordance with Tampa General Hospital’s mission, vision, and values.

Requirements

• High school diploma or GED.
• Prior Call Center, Help/Service Desk, or IT support experience, or an equivalent combination of education and years of experience.
• Proficiency in troubleshooting hardware and software issues.
• Experience with IT ticketing systems such as ServiceNow, Jira, or Salesforce.
• Familiarity with Citrix, Active Directory, O365, and Windows operating systems.
• Effective verbal and written communication skills.
• Analytical problem-solving skills to identify and resolve issues.
• Ability to learn new things and adjust to changing situations.
• Willingness to collaborate with and support colleagues.
• Enthusiasm and a proactive approach to work.
• Attention to detail and ability to focus on accuracy and precision.

Responsibilities

• Respond to telephone calls for technical support.
• Perform warm call transfers to specific IT teams to ensure continuity of technical support.
• Log all help desk interactions and provide quality, thorough documentation.
• Use help desk software effectively.
• Transfer unresolved tickets accurately to the appropriate team or teams.
• Contact the respective IT On-Call teams for priority incidents in accordance with established SLAs.
• Meet and maintain standard industry Service/Help Desk metrics.
• Use applications and tools to resolve technical issues remotely.
• Provide or coordinate basic training and instruction for customers on the proper use of applications and hardware, as necessary.
• Assist with creating knowledge base documents, as necessary.
• Answer basic questions and promptly resolve basic computer problems.
• Troubleshoot hardware, software, and networking problems.
• Install and configure software and hardware.
• Support patients, doctors, nurses, administrative staff, technicians, and other users.
• Participate in chat services, as needed.
• Train new Service Desk hires, as needed.
• Manage Service Desk queues, as needed.
• Perform assigned duties in accordance with Tampa General Hospital’s mission, vision, and values.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED