[Hiring] IT Service Desk Associate @Tampa General Hospital

Role Description

The Service Desk Associate is the initial point of contact for all technology-related issues within the health system. This role involves:

• Assisting customers seeking technical help via phone.
• Utilizing warm transfers to specific IT teams for continuous support.
• Contacting IT On-Call teams to escalate urgent matters.
• Providing basic training and instruction on the proper use of applications and hardware.
• Assisting in creating knowledge base documents.
• Answering basic questions and resolving computer problems promptly.
• Troubleshooting and resolving remotely any hardware and software issues using various applications and tools.
• Following standard Service Desk procedures.
• Logging all help desk interactions and effectively using help desk software.
• Transferring unresolved tickets to appropriate team(s).
• Providing quality and thorough documentation.
• Meeting and maintaining standard industry Service/Help Desk metrics.
• Participating in chat services and training new Service Desk hires.
• Managing Service Desk queues to support the team in handling increased volumes.
• Performing job duties as assigned in accordance with the mission, vision, and values of Tampa General Hospital.

Qualifications

• High School Diploma or GED.

Requirements

• Prior Call Center, Help/Service Desk, or IT support experience.
• An equivalent combination of education and years of experience.
• Proficiency in troubleshooting hardware and software issues.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira, Salesforce).
• Familiarity with tools like Citrix, Active Directory, O365, and Windows Operating systems.
• Effective verbal and written communication skills.
• Analytical skills to identify and resolve issues.
• Ability to learn new things and adjust to changing situations.
• Willingness to collaborate and support colleagues.
• Enthusiasm and a proactive approach to work.
• Ability to focus on accuracy and precision.