Service Desk Technician

Parrish Medical Center • Titusville, FL

5d • Onsite

About The Position

The Service Desk Technician demonstrates Parrish Healthcare’s Culture of Choice® while providing technical support and troubleshooting assistance to end users. As the primary point of contact for service desk inquiries, this role helps ensure the smooth operation of the organization’s IT systems and delivers excellent customer service. The position is primarily located at Parrish Medical Center, with responses to remote locations as needed.

The role follows service desk procedures and documented standards while developing alternative approaches when standard methods do not apply. It supports users and IT teams, maintains technical documentation, evaluates and maintains hardware and software, and helps improve service desk workflows and resolution times. The technician also promotes customer-focused communication and coordination across IT activities.

Requirements

• High school diploma or GED required.
• 1 year to less than 2 years of work experience required.
• AHCA fingerprint clearance required.
• Valid driver's license required, with no history of incidents within the last 3 years.
• Obtain one of the following within one year of employment: CompTIA A+, CompTIA Network+, CompTIA Server+, or CompTIA Security+.

Responsibilities

• Follow service desk procedures, create knowledge base articles, and apply documented standards for consistent and efficient problem-solving.
• Develop non-standardized approaches when documented standards cannot be applied.
• Stay current with emerging technologies and trends in the IT industry.
• Respond to service requests by phone, email, or in person, providing prompt and efficient resolutions.
• Serve as an entry point for resolving technical issues and coordinate with other IT teams to facilitate timely resolution.
• Educate end users on effective use of hardware and software in line with industry best practices.
• Diagnose and resolve hardware and software issues involving desktops, laptops, printers, mobile devices, and operating systems.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Evaluate software and hardware functionality in relation to user needs.
• Create and update technical documentation, including user guides, knowledge base articles, and FAQs.
• Train users on software and hardware on-site or in classroom settings.
• Collaborate with other IT teams to coordinate service desk activities with broader IT initiatives.
• Promote excellent customer service and effective communication within the service desk team.
• Conduct office automation feasibility studies, including workflow analysis, and recommend performance improvements to reduce time to resolution.
• Provide the Service Desk Lead with feedback regarding over- or under-allocation of resources.
• Know and follow fire, disaster, and safety procedures and regulations applicable to the work area.
• Perform similar or related duties as assigned.

Benefits

• Annual accrual of 152 Personal Leave Bank (PLB) hours.
• Health, dental, and vision insurance.
• 403(b) retirement program.
• Tuition reimbursement or educational assistance.
• Employee Assistance Program (EAP).
• Flexible spending, accident, critical, and other applicable benefits.

What This Job Offers

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