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

Job Summary

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

The Service Desk Support Specialist provides front-line technical assistance and support for IT-related issues within an organization. They troubleshoot hardware, software, and network problems, assist users with system access, and ensure the timely resolution of service requests. Their role involves excellent communication, problem-solving skills, and a commitment to delivering high-quality customer support. Specialists document incidents, escalate complex issues to higher support tiers when necessary, and contribute to knowledge bases to streamline future resolutions. They play a critical role in maintaining business continuity and user productivity by minimizing downtime and enhancing IT service reliability.

For more than 25 years, health care consumers have named Baptist Health the "most preferred healthcare provider" in the region. At Baptist Health, we are proud to be local, providing multigenerational care to our community. We are the hospital Jacksonville trusts most. Our employees can take pride in their Baptist badge, knowing the impact they make on their friends, family, and neighbors. Baptist was recently recognized by Forbes magazine as one of America's top employers for diversity.

Baptist Health offers competitive pay & comprehensive benefits packages as well as opportunities for professional growth & advancement. At Baptist Health, we provide an exceptional employment experience where team members can bring their authentic selves and belong to a larger purpose together. By fostering connections with our team members and our community, we offer a fulfilling and personal career.

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

• Providing technical support to the organization's internal users of computer applications and hardware.
• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures, and is typically located within a call center.
• Collaborating with network services, software systems engineering, and/or application development in order to restore service and/or identify problems.
• Sometimes this function is known as the IS Help Desk.
• Requiring working knowledge and skills to perform a defined set of analytical or technical operational processes.
• Applying experience and skills to complete assigned work.
• Working within standard operating procedures and/or methods
• Working with a moderate degree of supervision.

• Provide technical assistance for hardware, software, and network-related issues.

• Respond to and resolve IT support tickets via phone, email, or in-person interactions.

• Install, configure, and maintain computer systems, peripherals, and software.

• Assist in setting up and troubleshooting user accounts and access permissions.

• Document and escalate unresolved issues to higher-level support teams as necessary.

• Deliver exceptional customer service and ensure prompt resolution of technical concerns.

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 andrew.foran@bmcjax.com

Education Required

High School Diploma/GED

Education Preferred

Associate's Degree

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)
• Experience with Azure-based applications and environments (preferred
• Experience with device setup, imaging, and endpoint management (preferred)
• Experience with user onboarding/offboarding and access control (preferred)
• Experience documenting solutions and updating knowledge base articles (preferred)
• Experience ensuring compliance with HIPAA, security, and IT policies (preferred)
• Strong customer service skills in a clinical or fast-paced environment (preferred)

License and Certification

• Certified Novell Administrator (CNA) Preferred

Location

Location Overview

Baptist Health, founded in 1955, is North Florida’s most comprehensive health care system and the area’s only non-profit, mission-driven, locally governed health care provider. Baptist Health has over 200 points of care throughout the Northeast Florida region, including our six award-winning hospitals: Baptist Medical Center Jacksonville, Wolfson Children’s Hospital, Baptist Medical Center Beaches, Baptist Medical Center Clay, Baptist Medical Center Nassau and Baptist Medical Center South. The most preferred health care system in the region, Baptist Health also includes 57 primary care offices, as well as home health, behavioral health, pastoral care, rehabilitation services, occupational health and urgent care.