End User Specialist
TEKsystems
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Job summary
TEKsystems seeks an End User Support Specialist to provide advanced Tier 2 support in a hybrid role based in the greater Tampa Bay area. You will install, configure, and troubleshoot hardware and software across corporate tools including Office 365, Exchange Online, VPNs, and GoToAssist.
The role emphasizes on-site and remote support, onboarding new associates, and maintaining reliable technology experiences for internal customers. Strong communication and documentation are essential.
Qualifications
- Bachelor's degree in CS, MIS or related field with 3+ years of related experience.
- 5+ years in a help desk or technical support role preferred.
- Hands-on hardware and software troubleshoot in a corporate environment.
- Proficient with ServiceNow for incident tracking and documentation.
- Experience with GoToAssist for remote diagnostics.
- Strong Windows OS knowledge;熟悉 Office 365 & Exchange Online.
Responsibilities
- Provide advanced Tier 2 end user support via phone, remote, and on-site.
- Install, configure, troubleshoot hardware and software; manage CIS images and data backup.
- Support VPN, Chrome, Office 365, Exchange Online, and related apps.
- Coordinate hardware break-fix and warranty replacements with HP as needed.
- Document all activities and resolutions in ServiceNow with clear notes.
- Assist onboarding of new associates with workstation setup and software images.
- Maintain knowledge base articles and contribute to process improvements.
- Work in a hybrid on-site/remote environment in the Tampa Bay area.
Skills
Education
Tools
Job description
This contract role provides advanced Tier 2 end user support for hardware, software, and corporate applications in a hybrid environment based in the greater Tampa Bay / St. Petersburg area. You will install, configure, troubleshoot, and resolve issues across a wide range of commercial and proprietary tools, support both on-domain and off-domain users, and play a key role in onboarding new associates and maintaining reliable technology experiences for internal customers.
- Provide advanced-level telephone, remote, and on-site support for end users, focusing on hardware installations and software applications.
- Install, configure, troubleshoot, and resolve issues on commercial off-the-shelf (COTS) and proprietary software using tools such as ServiceNow and GoToAssist.
- Support on-domain and off-domain end users, ensuring stable access to systems and applications including Chrome, Office 365, Exchange Online, and VPN solutions (F5 and GlobalProtect).
- Perform hardware break-fix activities, including diagnostics, repairs, and coordinating warranty replacements through HP.
- Handle software installation and ongoing application support, including updates, configuration, and user assistance.
- Set up new PCs and replace existing machines, including backing up and restoring user data and reinstalling required software.
- Support onboarding of new associates by preparing workstations, installing standard software images, and ensuring proper access to corporate systems.
- Monitor the call tracking system (ServiceNow) for new incidents and requests, and troubleshoot and resolve client issues in alignment with service level agreements.
- Document all support activities and resolutions thoroughly in the call tracking system to maintain accurate records.
- Communicate technical information clearly and effectively to non-technical audiences, ensuring users understand issues and solutions.
- Assist clients with the installation of corporate standard software images and ensure compliance with technology standards.
- Stay current with, and comply with, company and department policies and procedures related to technology and end-user support.
- Proactively communicate to clients, peers, and leadership any system issues that affect the quality or reliability of supported systems.
- Document product problems and resolutions in a knowledge database to support future troubleshooting and continuous improvement.
- Participate in testing new product releases and enhancements, providing feedback on functionality, performance, and user impact.
- Lead or participate in projects that require cross-functional coordination, contributing technical expertise and end-user perspective.
- Deliver customer-focused support that builds trust and loyalty, taking responsibility for user satisfaction and follow-through.
- Manage time and workload effectively to ensure incidents, requests, and project tasks are completed efficiently and within agreed timelines.
- Minimum of a bachelors degree in Computer Science, Management Information Systems (MIS), or a related field and three (3) years of related experience, or an equivalent combination of education, training, and experience.
- Five (5) years of experience in a help desk or other technical support environment is highly preferred.
- Hands-on experience installing, troubleshooting, and maintaining computer hardware and software in a corporate environment.
- Proficiency with ServiceNow for incident, request, and call tracking, including detailed documentation of activities.
- Experience using remote support tools such as GoToAssist to diagnose and resolve user issues.
- Strong knowledge of Windows operating systems, including Windows 7, and familiarity with managing corporate desktop environments.
- Proficiency with Microsoft Office suites (Office 2010 and 2013) and support of Office 365 and Exchange Online.
- Experience with computer maintenance, including virus removal, system optimization, and security best practices.
- Ability to perform computer backup and restoration, including user data migration during PC setups and replacements.
- Understanding of data networks and protocols sufficient to troubleshoot connectivity and access issues.
- Experience supporting VPN solutions such as F5 and GlobalProtect for remote and hybrid users.
- Demonstrated ability to communicate clearly and effectively with non-technical users in person, by phone, and via remote tools.
- Strong analytical skills for identifying, understanding, and resolving issues by comparing data from multiple sources.
- Proven ability to manage work efficiently, prioritize tasks, and meet service level expectations in a fast-paced support environment.
- Customer-centric mindset with a track record of building productive relationships and taking ownership of user satisfaction.
- Proactive approach to initiating action, solving problems, and achieving goals beyond minimum requirements.
- Ability to assimilate and apply new job-related information quickly, staying current with evolving technologies and tools.
- Experience supporting hybrid work environments with both on-site and remote end users.
- Familiarity with proprietary corporate applications and tools, with the ability to learn new systems quickly.
- Experience coordinating HP hardware warranty replacements and working with vendor support processes.
- in Tier 2 or advanced-level support, handling more complex incidents and escalations.
- Experience creating and maintaining knowledge base articles to document common issues and resolutions.
- Exposure to testing and validating new product releases or enhancements before broader deployment.
- Strong written documentation skills for call tracking systems and knowledge repositories.
- Ability to lead or participate in cross-functional projects, collaborating with IT and business stakeholders.
- Local to the greater Tampa Bay / St. Petersburg area and able to work in a hybrid onsite schedule.
- Comfort working in a contract engagement and adapting quickly to established processes and standards.
This role is based in St. Petersburg, Florida, within the greater Tampa Bay area, and follows a hybrid work schedule that requires a minimum of 11 days per month onsite, typically around three days per week in the office. Training during the first week will be fully onsite with no remote days to ensure strong onboarding and familiarity with systems and processes. End User Support contractors receive corporate laptops and assets for the duration of their engagement and work within a professional office setting using technologies such as ServiceNow, GoToAssist, Chrome, Office 365, Exchange Online, VPN solutions (F5 and GlobalProtect), and proprietary software. The environment is structured and policy-driven, with clear expectations from IT leadership and a focus on consistent, high-quality support for internal customers.
This is a Contract position based out of St. Petersburg, FL.
The pay range for this position is $30.00 - $34.00/hr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Eligibility requirements apply to some benefits and may depend on your jobclassification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable for this temporary role may include the following:Medical, dental & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation or Sick Leave)
This is a Contract position based out of St. Petersburg, FL.
This position is anticipated to close on Nov 11, 2026.
This is a hybrid position in St. Petersburg,FL.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
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