IT Help Desk Associate — Remote First-Line Support

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

Job summary

TEKsystems is seeking an IT Service Desk Associate for Tampa General Hospital to deliver first-level support for end users in a fast-paced environment. You will handle 40–50 calls daily, document incidents in ServiceNow, and perform basic troubleshooting for Windows laptops, Office 365, and Epic-related issues.

The hybrid role based in Tampa, FL is contract-to-hire with a pay rate of $18–$22 per hour, commensurate with experience.

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

Epic

Job description

TEKsystems is seeking an IT Service Desk Associate for Tampa General Hospital to deliver first-level support for end users in a fast-paced environment. You will handle 40–50 calls daily, document incidents in ServiceNow, and perform basic troubleshooting for Windows laptops, Office 365, and Epic-related issues.

The hybrid role based in Tampa, FL is contract-to-hire with a pay rate of $18–$22 per hour, commensurate with experience.