Service Desk Support Specialist

About Baptist Health 
Recognized as a top place to work in health care, Baptist Health cares for more patients in Northeast Florida than any other provider, ranking as “most preferred” for more than 30 years. We’re Jacksonville's only locally governed, faith-based, not-for-profit health system and provide a full spectrum of preventive and specialty care through 200+ locations and six hospitals. Our centers of excellence include Baptist MD Anderson Cancer Center, Baptist Heart Hospital, Baptist Neurological Institute and Wolfson Children's Hospital. 

Service Desk Support Specialist, IS End User Services Department, Various Shifts, Baptist IT Data Center

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.

As the Service Desk Support Specialist you will be responsible for:

• 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

Experience

• Minimum 2 years of related experience required
• 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)

Education/Degree Required:

• High School Diploma

The Service Desk Support Specialist will be hybrid located at our Baptist IT Center. If you are interested in the full-time opportunity, please apply today or contact [email protected] 

Primary Location: