Job Summary
The Service Desk Associate is the initial point of contact for all technology-related issues within the health system. This role involves assisting customers seeking technical help via phone, utilizing warm transfers to specific IT teams for continuous support, and contacting IT On-Call teams to escalate urgent matters. The associate will provide basic training and instruction on the proper use of applications and hardware and assist in creating knowledge base documents. They will answer basic questions and resolve computer problems promptly. Additionally, they will troubleshoot and resolve remotely any hardware and software issues using various applications and tools to effectively address technical problems. Follow standard Service Desk procedures; logs all help desk interactions; effectively use help desk software; transfer unresolved ticket to appropriate team/s; provide quality and thorough documentation. Meets and maintain standard industry Service/Help Desk metrics. This role is crucial for ensuring the smooth operation of technology services and providing timely and effective support to users.
Additionally, the Service Desk Associate may also be called upon to participate in chat services, train new Service Desk hires, and manage Service Desk queues to support the team in handling increased volumes, adapting to ever-changing technologies, and addressing resource constraints more effectively. These responsibilities ensure that the team remains well-prepared to handle a variety of technical issues, maintaining efficient and smooth operations. Performs Job duties as assigned in accordance with mission, vision and values of Tampa General Hospital.
- High School Diploma or GED
- Prior Call Center, Help/Service Desk, or IT support experience.
- An equivalent combination of education and years of experience.
Primary Location
Tampa
Work Locations
TGH Corporate Center
Eligible for Remote Work
Fully Remote
Job
Information Technology
Organization
Florida Health Sciences Center Tampa General Hospital
Schedule
Full-time
Scheduled Days
Monday, Tuesday, Wednesday, Thursday, Friday
Shift
Day Job
Job Type
Remote
Shift Hours
7:00 am - 3:30 pm
Minimum Salary
19.57
Job Posting
Feb 2, 2026, 8:11:50 AM
