The Service Desk Coordinator serves as a senior-level support for all technology-related issues funneling through the Service Desk for the health system. This role involves assisting customers seeking technical help via phone, chats, and tickets, ensuring they receive timely and effective support. The Coordinator manages service requests, incidents, and problems, providing guidance and support for the IT Service Desk team. They offer advanced technical support, resolve complex technical problems, and facilitate warm transfer calls to specific IT teams for continuity of support. Additionally, they contact respective IT On-Call teams to escalate urgent matters, handle sensitive cases remotely, and provide white glove support for VIPs as needed. The Coordinator also participates in training new Service Desk agents, assists with team scheduling needs, tests new workflows and technologies, collaborates with Service Desk Specialist and leadership for process improvement, creates and manages workflow procedures and policies, ensures they are up to date and effective, provides or coordinates advanced training/instruction for customers on the proper use of applications and hardware, and authors and maintains knowledge base documents to facilitate self-service and improve support efficiency. This position requires a strong understanding of IT service management principles, excellent communication skills, and the ability to coordinate and prioritize tasks in a fast-paced environment. Performs job duties as assigned in accordance with mission, vision and values of Tampa General Hospital.
Essential Functions:
- Following standard Service Desk * Respond to telephone calls and chats for technical support. * Perform warm call transfers to specific IT teams for continuity of technical support. * Logging all help desk interactions. Providing quality and thorough documentation. * Effective use of the help desk software. * Accurately Transferring unresolved tickets to appropriate team(s). * Effectively and appropriately calling respective IT On-Call teams for appropriate priority incidents following set SLAs.
- Meet and maintain standard industry Service/Help Desk metrics.
- Use various applications and tools to effectively resolve technical issues remotely.
- Provide or coordinate advanced training/instruction for customers on the proper use of applications and hardware as necessary.
- Assist with creating and maintaining knowledge base documents.
- Answer complex questions and resolve advanced computer problems promptly.
- Troubleshoot and resolve hardware, software, and networking problems.
- Install and configure software and hardware.
- Support a diverse user base, including patients, doctors, nurses, administrative staff, and technicians.
- Work and manage Service Desk queue(s).
- Train new Service Desk hires and be their mentor.
- Handle sensitive cases and VIPs as needed.
- High School Diploma or GED
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- HDI Customer Service Representative
- HDI Support Center Analyst
- HDI Desktop Support Technician
- ITIL Certification
- ServiceNow
Experience Qualifications:
- Minimum 4 years or more of Call Center, Help/Service Desk, or IT experience.
- 2 Certifications required and may be earned within 1 year of hire.
- An equivalent combination of education and years of experience.
Skills and Abilities:
- Technical Skills: Proficiency in troubleshooting hardware and software issues across various platforms and devices. Experience with remote desktop support tools and techniques. Strong understanding of network configurations, protocols, and security. Ability to manage and support mobile devices and applications. Familiarity with IT service management (ITSM) best practices and tools. Knowledge of cloud computing platforms and services. Experience with enterprise-level applications and systems, such as Electronic Health Records (EHR) and Customer Relationship Management (CRM) systems.
- Communication Skills: Excellent communication and interpersonal skills to effectively collaborate with customers and partners.
- Problem-solving: Strong analytical and problem-solving skills.
- Adaptability: Ability to work under pressure and manage multiple tasks simultaneously.
- Teamwork: Proven experience as a help desk technician or other customer support role.
- Positive Attitude: Enthusiasm and a proactive approach to work.
- Attention to Details: Strong analytical and problem-solving skills.
Job Details
Primary Location: Tampa
Work Locations: TGH Corporate Center, 606 W Kennedy Blvd, Tampa, 33606
Eligible for Remote Work: Fully Remote
Job: Information Technology
Organization: Florida Health Sciences Center Tampa General Hospital
Schedule: Full-time
Scheduled Days: Tuesday, Wednesday, Thursday, Friday
Shift: Day Job
Job Type: Remote
Shift Hours: 7:00 am - 5:30 pm
Minimum Salary: 22.69
Job Posting: Oct 6, 2026, 11:30:29 AM
High school diploma or GED; 4+ years call center, help desk, or IT experience; CompTIA A+, Network+, Security+, HDI certifications, ITIL, ServiceNow; 2 certifications required within 1 year; remote support skills.
Key Responsibilities
- providing technical support
- managing service requests
- training new agents
Skills & Tools
ServiceNow, EHR, CRM
Job Details
- Category: Information Technology
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Tampa, Florida, United States
- Salary: USD 47,195 – 47,195 / year
- Languages: English
About Tampa General Hospital
A health system providing comprehensive medical care and hospital services. — Industry: Healthcare