IT Service Desk Associate - Days

Tampa General Hospital•Tampa, FL

About The Position

The Service Desk Associate is the initial point of contact for technology-related issues within the health system. The role provides technical support to customers by phone and may also involve chat services. Associates answer basic questions, resolve computer problems, troubleshoot hardware, software, and networking issues remotely, and install and configure software and hardware. They use various applications and tools, follow standard Service Desk procedures, document interactions, use help desk software, and transfer unresolved tickets to the appropriate teams. They also make appropriate calls to IT On-Call teams for priority incidents in accordance with established SLAs. The associate provides or coordinates basic training and instruction on applications and hardware, assists with creating knowledge base documents, and maintains standard industry Service/Help Desk metrics. The role supports a diverse user base, including patients, doctors, nurses, administrative staff, and technicians. The associate may also train new Service Desk hires and manage Service Desk queues to help the team address changing technology needs and increased volumes. Duties are performed 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 and may participate in chat services.
Perform warm 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 and transfer unresolved tickets to the appropriate team or teams.
Contact the appropriate IT On-Call teams for priority incidents in accordance with set SLAs.
Meet and maintain standard industry Service/Help Desk metrics.
Use applications and tools to resolve technical issues remotely.
Provide or coordinate basic customer training and instruction on 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.
May train new Service Desk hires and manage Service Desk queues.
Perform assigned duties in accordance with Tampa General Hospital’s mission, vision, and values.