Information Technology Help Desk Support

Methodical Group; Tampa (FL); On-site; USD 25,000 - 39,000; Part time

Job summary

The Methodical Group is seeking three Technical Support / IT Support Specialists to join a high-volume end-user support environment in Tampa. This contract role requires IT generalists with strong troubleshooting, clear communication, and a commitment to excellent customer service.

You will provide frontline support for desktops, laptops, mobile devices, Microsoft 365, basic Azure and Windows issues, and assist with AV setups.

Qualifications

• 1+ year in Technical Support, Service Desk, Help Desk, or similar.
• Experience installing, configuring, and supporting desktop/laptop hardware.
• Basic understanding of Microsoft 365 technologies.
• Basic understanding of Microsoft Azure.
• Experience supporting Windows operating systems and business apps.
• Knowledge of mobile device support (iOS/Android).
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to gather information and diagnose issues.
• Strong customer service and interpersonal skills.

Responsibilities

• Provide Tier 1 support for hardware, software, OS, and basic network issues.
• Respond to requests via phone, email, remote tools, and in-person.
• Diagnose, troubleshoot, and resolve issues with minimal disruption.
• Log and track incidents in the ticketing system.
• Maintain ownership of tickets through resolution and update users.
• Escalate complex issues to appropriate teams.
• Install, configure, deploy, and maintain desktops, laptops, printers, scanners, and peripherals.
• Support Windows and business applications; assist with Microsoft 365 and basic Azure support.
• Configure and troubleshoot Apple and Android devices; support mobile connectivity.
• Assist with virtual meetings setup and connectivity; provide basic AV support.
• Support workstation deployments, refreshes, and hardware replacements.
• Maintain knowledge base and contribute to process improvements.

Skills

Technical Support

Troubleshooting

Customer Service

Communication

Prioritization

Independent Work

Tools

Microsoft 365

Azure

Windows OS

Ticketing Systems

Remote Support Tools

Job description

Technical Support / IT Support Specialist

• Position Title: Technical Support / IT Support Specialist
• Employment Type: Contract
• Schedule: 35 hours per week
• Work Hours: Between 7:00 AM and 6:00 PM based on business needs
• Number of Openings: 3

About The Methodical Group

The Methodical Group (TMG) is a technology consulting and professional services firm dedicated to connecting exceptional talent with organizations seeking innovative solutions and operational excellence. We specialize in delivering highly skilled professionals across technology, engineering, project management, and business operations functions. Our commitment to quality, integrity, and long-term partnerships enables us to help clients achieve their strategic objectives while providing rewarding career opportunities for our employees and consultants.

Role Summary

The Methodical Group is seeking three Technical Support / IT Support Specialists to join a high-volume end-user support environment. This role is ideal for IT generalists with strong troubleshooting capabilities, excellent communication skills, and a passion for delivering exceptional customer service.

The successful candidate will provide frontline support for desktops, laptops, mobile devices, software applications, Microsoft 365 technologies, and basic network-related issues. Candidates should be comfortable working directly with end users, diagnosing technical problems, and resolving issues independently while maintaining a positive and professional customer experience.

This position supports a large technology environment that includes thousands of laptops and mobile devices, with an active service desk handling daily support requests. Individuals who can think critically, ask effective questions, and solve problems with minimal supervision will excel in this role.

Key Responsibilities

• Provide Tier 1 technical support for hardware, software, operating systems, and basic network-related issues.
• Respond to support requests through phone, email, remote support tools, and in-person assistance.
• Diagnose, troubleshoot, and resolve technical issues while minimizing business disruption.
• Log, track, document, and update incidents and service requests within the ticketing system.
• Maintain ownership of support tickets through resolution and provide users with timely status updates.
• Escalate complex or unresolved issues to the appropriate support teams while maintaining communication with end users.
• Install, configure, deploy, and maintain desktops, laptops, printers, scanners, and related peripherals.
• Support Microsoft Windows operating systems and business applications.
• Assist with Microsoft 365 and basic Azure-related support activities.
• Configure, support, and troubleshoot Apple and Android mobile devices.
• Support cellular connectivity, mobile applications, and portable communication devices.
• Assist users with virtual meeting setup, configuration, troubleshooting, and connectivity issues.
• Provide basic Tier 1 audio/visual support for conference rooms and meeting environments.
• Support workstation deployments, refresh initiatives, and hardware replacements.
• Maintain knowledge base documentation and contribute to process improvements.
• Apply structured troubleshooting methodologies to identify root causes and resolve issues efficiently.
• Participate in department-specific training and knowledge-sharing initiatives.
• Deliver professional, user-friendly support to employees with varying levels of technical proficiency.

Required Qualifications

• Minimum of 1 year of experience in Technical Support, Service Desk, Help Desk, or General IT Support environments.
• Experience installing, configuring, and supporting desktop and laptop hardware.
• Basic understanding of Microsoft 365 technologies.
• Basic understanding of Microsoft Azure.
• Experience supporting Windows operating systems and common business applications.
• Knowledge of mobile device support, including Apple and Android platforms.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to effectively gather information and ask diagnostic questions during troubleshooting.
• Strong customer service and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Ability to pass required security and background screening.
• Ability to lift up to 35 pounds as needed.

Preferred Qualifications

• CompTIA A+ Certification strongly preferred.
• ITIL Certification preferred.
• Experience with workstation setup, deployment, and end-user support.
• Familiarity with TeamDynamix and/or BMC FootPrints ticketing platforms.
• Experience supporting virtual meeting technologies and conference room solutions.
• Ability to provide occasional after-hours meeting support when required.
• Average ticket volume of 10-15 calls per day per technician.
• Supports approximately:
• 2,500 laptops
• Multiple desktop workstation deployments and refresh projects
• Current ticketing platform transition from BMC FootPrints to TeamDynamix.
• Training will be provided for department-specific systems, procedures, and technologies.

Ideal Candidate

We are looking for a smart, adaptable IT generalist who combines strong technical aptitude with excellent customer service skills. The ideal candidate can quickly assess technical issues, think critically, communicate effectively with users, and solve a wide variety of hardware and software problems with minimal supervision. Candidates with CompTIA A+ certification and a strong service-oriented mindset are highly preferred.