Service Desk Support Specialist

Baptist Health System, Inc. • Buena Park, CA

3d • Hybrid

About The Position

IT Support Specialists provide technical assistance for hardware, software, and network-related issues across the organization. Throughout the day, they respond to and resolve support requests received through phone, email, ticketing systems, and in-person interactions while ensuring a high level of customer service. Responsibilities include installing, configuring, and maintaining computer systems, peripherals, and software applications; assisting users with account setup and access permissions; troubleshooting technical issues; and documenting resolutions. When necessary, they escalate complex issues to higher-level support teams while maintaining communication with end users to ensure timely and effective resolution of technical concerns. They play a critical role in maintaining business continuity and user productivity by minimizing downtime and enhancing IT service reliability.

Requirements

• Minimum 2 years of related experience required
• High School Diploma

Nice To Haves

• HOSPITAL AND OR HEALTHCARE INDUSTRY EXPERIENCE HIGHLY PREFERRED
• Experience with Microsoft 365 (Outlook, Teams, SharePoint) (preferred)
• Experience with Active Directory and Azure Active Directory (preferred)
• Experience with ServiceNow or similar ITSM platforms (preferred)

Responsibilities

• Provides technical support to the organization's internal users of computer applications and hardware.
• Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center.
• Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Sometimes this function is known as the IS Help Desk.
• Requires working knowledge and skills to perform a defined set of analytical or technical operational processes.
• Applies experience and skills to complete assigned work.
• Works within standard operating procedures and/or methods.
• Works with a moderate degree of supervision.

What This Job Offers

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