Hybrid IT Service Desk Associate (First‑Line Support)

TEKsystems; Tampa (FL); Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) retirement plan

Life Insurance

Short/long-term disability

HSA

Transportation benefits

Employee Assistance Program

PTO / Vacation / Sick Leave

Job summary

Tampa General Hospital is seeking an IT Service Desk Associate to provide first-level technical support for end users in a fast-paced environment. You will answer calls, document tickets, troubleshoot issues, and escalate when needed, while maintaining strong customer service.

The role requires experience with ServiceNow, Windows 10, and basic Epic troubleshooting, in a hybrid Tampa, FL setting. Expect 40–50 calls daily and a focus on phone-based support rather than desktop work.

Qualifications

• 1+ year of Service Desk, Help Desk, or customer service experience preferred.
• Strong customer service and communication skills.
• Experience supporting users in a high-volume call environment.
• Experience with ServiceNow or similar ticketing systems.
• Experience with Finesse or other call center/phone support platforms preferred.
• Healthcare IT experience preferred.
• Exposure to Epic support is a plus.
• Ability to work independently in a remote environment.
• Must understand this is a Service Desk role focused primarily on phone support, not desktop/PC technician work.

Responsibilities

• Answer incoming Service Desk calls and provide remote technical support to end users.
• Create, document, and update incidents within ServiceNow.
• Troubleshoot Windows-based laptops and workstations, login issues, password resets, account lockouts, printer issues, and application access requests.
• Support Microsoft Office/Microsoft 365 applications and provide basic Epic-related troubleshooting.
• Utilize Cisco Finesse to manage incoming calls and support users in a high-volume Service Desk environment.
• Escalate incidents to specialized IT teams when necessary.
• Deliver exceptional customer service while supporting both hospital staff and patient-facing systems.
• Follow established Service Desk processes, documentation standards, and escalation procedures.

Skills

Help desk support

Customer service

Troubleshooting

Ticketing system

Application support

Windows 10

Epic

ServiceNow

Finesse

Remote support

Tools

ServiceNow

Finesse

Job description

Tampa General Hospital is seeking an IT Service Desk Associate to provide first-level technical support for end users in a fast-paced environment. You will answer calls, document tickets, troubleshoot issues, and escalate when needed, while maintaining strong customer service.

The role requires experience with ServiceNow, Windows 10, and basic Epic troubleshooting, in a hybrid Tampa, FL setting. Expect 40–50 calls daily and a focus on phone-based support rather than desktop work.