Service Desk Associate

TEKsystems; United States; Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) retirement plan

Life Insurance

Disability insurance

Health Spending Account

Transportation benefits

Employee Assistance Program

Time Off

Job summary

TEKsystems is seeking an IT Service Desk Associate to provide first-level support for Tampa General Hospital end users. You will handle inbound calls, document tickets in ServiceNow, and troubleshoot common Windows issues in a fast-paced, high-volume environment.

You will assist with Microsoft 365, Epic-related troubleshooting, and escalate unresolved incidents to specialized IT teams. The role emphasizes strong customer service, remote support, and adherence to standard service desk processes.

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

Customer service

Troubleshooting

Remote support

Communication

Tools

ServiceNow

Epic

Finesse

Windows 10

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 include:

• 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.

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 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 & 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)

Job Type & Location

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

Application Deadline

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

Workplace Type

This is a hybrid position in Tampa,FL.

About TEKsystems

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.

About TEKsystems and TEKsystems Global Services

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.