Service Desk Support Specialist

About Baptist Health 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 Specialists in the IS End User Services Department 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. They play a critical role in maintaining business continuity and user productivity by minimizing downtime and enhancing IT service reliability. Responsibilities 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 while typically located within a call center. Collaborates with network services, software systems engineering, and/or application development to restore service and/or identify problems. Maintains a troubleshooting tracking log to ensure timely resolution of problems. Escalates complex issues to higher-level support teams while maintaining communication with end users. Applies working knowledge and skills to perform a defined set of analytical or technical operational processes. Works within standard operating procedures and/or methods and with a moderate degree of supervision. Sometimes this function is known as the IS Help Desk. Required Experience Minimum 2 years of related experience required. Preferred Experience Hospital and/or healthcare industry experience highly preferred. Experience with Microsoft 365 (Outlook, Teams, SharePoint). Experience with Active Directory and Azure Active Directory. Experience with ServiceNow or similar ITSM platforms. Education High School Diploma. Location & Application The Service Desk Support Specialist will be hybrid located at our Baptist IT Center. Primary location: IT Building – Beach Blvd. If you are interested in the full‑time opportunity, please apply today or contact View email address on click.appcast.io. Baptist Health’s care for the community spans generations. Together, we’re the largest group of people in Northeast Florida focused on innovative health care for patients, improving the health equity of our neighbors, and creating a welcoming workplace for team members where everyone’s voice is heard. #J-18808-Ljbffr