Service Desk Associate

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

Description

The IT Service Desk Associate will provide first-level technical support for Tampa General Hospital end users. This position is responsible for answering incoming calls, documenting tickets, troubleshooting common IT issues, and escalating unresolved incidents as necessary.

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

Candidates should be comfortable working in a fast-paced, high-volume call environment, handling approximately 40-50 calls per day while troubleshooting a variety of end-user hardware, software, account access, and application-related issues.

Skills

Help desk support, Customer service, Troubleshooting, ticketing system, application support, Windows 10, epic, servicenow, finesse phone system, remote support

Top Skills Details

Help desk support,Customer service,Troubleshooting,ticketing system,application support,Windows 10

Additional Skills & 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

Experience Level

Entry Level

Job Type & Location

This is a Contract to Hire position based out of Tampa, FL.

Workplace Type

This is a hybrid position in Tampa,FL.

Pay and Benefits

The pay range for this position is $18.00 - $22.00/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 job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan
• Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Nov 9, 2026.

Equal Opportunity & Legal Statements

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.

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.