IT Service Desk Pro — Training, Troubleshooting & Support

Tampa General Hospital, Inc.; Tampa (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

Tampa General Hospital is seeking a Service Desk Associate to be the first point of contact for technology-related issues. You will handle calls, perform warm transfers, log interactions, and resolve basic hardware/software problems while maintaining high service metrics.

You will also assist with training, knowledge base creation, and remote troubleshooting, supporting a broad user base across the health system.

Qualifications

• High school diploma or GED required.
• Prior Call Center or Help Desk IT support experience preferred.
• Familiarity with IT ticketing systems and workflows.
• Strong communication and customer service skills.

Responsibilities

• Respond to telephone calls for technical support.
• Perform warm transfers to IT teams for continuity.
• Log all help desk interactions and document thoroughly.
• Use help desk software effectively to track tickets.
• Transfer unresolved tickets to appropriate teams.
• Coordinate with IT On-Call teams for priority incidents per SLAs.
• Meet and maintain standard service metrics.
• Resolve basic hardware, software, and networking issues remotely.
• Provide basic training on applications and hardware as needed.
• Assist in creating knowledge base documents.
• Answer basic questions and resolve routine problems promptly.
• Support a diverse user base including patients and staff.

Skills

Troubleshooting hardware/software

Communication skills

Problem-solving

Adaptability

Teamwork

Positive attitude

Attention to detail

Education

High School Diploma or GED

Tools

ServiceNow

Jira

Salesforce

Citrix

Active Directory

O365

Windows operating systems

Job description

Tampa General Hospital is seeking a Service Desk Associate to be the first point of contact for technology-related issues. You will handle calls, perform warm transfers, log interactions, and resolve basic hardware/software problems while maintaining high service metrics.

You will also assist with training, knowledge base creation, and remote troubleshooting, supporting a broad user base across the health system.