Remote IT Service Desk Specialist

Florida Health Sciences Center Tampa General Hospital; Tampa (FL); Hybrid; USD 36,000 - 54,000; Full time

Job summary

Tam pa General Hospital is seeking an IT Service Desk Associate for the Day shift. You will be the first point of contact for technical issues, providing phone support, basic training, and remote troubleshooting while ensuring timely ticket updates and adherence to SLAs.

The role involves assisting patients and staff with hardware, software, and networking problems, logging interactions, and contributing to knowledge base articles. Weekend coverage may be required.

Qualifications

• High school diploma or GED.
• Prior Call Center, Help/Service Desk, or IT support experience.
• Experience with IT ticketing systems and remote troubleshooting.

Responsibilities

• Respond to customer inquiries and provide technical assistance via phone.
• Transfer unresolved tickets to appropriate IT teams following SLAs.
• Log all interactions and document resolutions in the help desk system.
• Support remote troubleshooting of hardware and software issues.
• Provide basic training on applications/hardware and create knowledge base docs.
• Assist in maintaining service desk metrics and performance.
• Support chat services and participate in training new hires.

Skills

IT ticketing systems

Citrix

Active Directory

O365

Windows OS

Communication

Problem solving

Adaptability

Teamwork

Attention to detail

Education

High School Diploma or GED

Tools

ServiceNow

Jira

Salesforce

Job description

Tam pa General Hospital is seeking an IT Service Desk Associate for the Day shift. You will be the first point of contact for technical issues, providing phone support, basic training, and remote troubleshooting while ensuring timely ticket updates and adherence to SLAs.

The role involves assisting patients and staff with hardware, software, and networking problems, logging interactions, and contributing to knowledge base articles. Weekend coverage may be required.