Service Desk Support Specialist, Various Shifts, Baptist Digital Solutions Center

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, Various Shifts, Baptist Digital Solutions 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:

• Providing technical support to the organization's internal users of computer applications and hardware.
• Answering questions regarding system procedures, online transactions, system status, and downtime procedures. This position is typically located within a call center.
• Collaborating with Network Services, Software Systems Engineering, and/or Application Development to restore service and identify problems.
• Maintaining a troubleshooting log to ensure the timely resolution of issues.
• This function is sometimes referred to as the IS Help Desk.
• Applying working knowledge and technical skills to perform a defined set of analytical and operational processes.
• Applying experience and skills to complete assigned work while following standard operating procedures and established methods.
• Working with a moderate degree of supervision.

Experience

• Minimum of 2 years of related experience required.
• Hospital and/or healthcare industry experience highly preferred.
• Experience with Microsoft 365 (Outlook, Teams, and SharePoint) preferred.
• Experience with Active Directory and Microsoft Entra ID (formerly Azure Active Directory) preferred.
• Experience with ServiceNow or a similar ITSM platform preferred.

Education Required

• High school diploma.
• Associate’s preferred.

The Service Desk Support Specialist is a hybrid position based at our Baptist IT Center. If you are interested in this full-time opportunity, please apply today or contact [email protected]

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