End User Specialist

TEKsystems • Saint Petersburg, FL

4d • $30 - $34 • Hybrid

About The Position

This contract role provides advanced Tier 2 end-user support for hardware, software, and corporate applications in a hybrid environment in the greater Tampa Bay / St. Petersburg area. The specialist installs, configures, troubleshoots, and resolves issues across commercial and proprietary tools; supports on-domain and off-domain users; and helps onboard new associates while maintaining reliable technology experiences for internal customers.

The position is based in St. Petersburg, Florida, with a hybrid schedule requiring at least 11 onsite days per month, typically around three days per week. The first week of training is fully onsite. Contractors receive corporate laptops and assets for the engagement and work in a professional, structured, policy-driven office environment.

The role is a contract position paying $30.00–$34.00 per hour. If eligible, benefits may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.

Requirements

• A bachelor's degree in Computer Science, Management Information Systems, or a related field, plus three years of related experience; or an equivalent combination of education, training, and experience.
• Hands-on experience installing, troubleshooting, and maintaining computer hardware and software in a corporate environment.
• Proficiency with ServiceNow for incident, request, and call tracking, including detailed activity documentation.
• Experience with remote support tools such as GoToAssist.
• Strong knowledge of Windows operating systems, including Windows 7, and familiarity with corporate desktop environments.
• Proficiency with Microsoft Office suites, including Office 2010 and 2013, and support for Office 365 and Exchange Online.
• Experience with computer maintenance, including virus removal, system optimization, and security best practices.
• Ability to perform computer backups and restoration, including user data migration during PC setups and replacements.
• Understanding of data networks and protocols sufficient to troubleshoot connectivity and access issues.
• Experience supporting VPN solutions such as F5 and GlobalProtect.
• Ability to communicate clearly and effectively with non-technical users in person, by phone, and through remote tools.
• Strong analytical skills to identify and resolve issues by comparing information from multiple sources.
• Ability to manage and prioritize work efficiently and meet service-level expectations in a fast-paced support environment.
• Customer-centric approach, including building productive relationships and taking ownership of user satisfaction.
• Proactive approach to problem-solving, initiating action, and achieving goals beyond minimum requirements.
• Ability to quickly assimilate and apply new job-related information and stay current with evolving technologies and tools.

Nice To Haves

• Five years of experience in a help desk or other technical support environment is highly preferred.
• Experience supporting hybrid environments with onsite and remote end users.
• Familiarity with proprietary corporate applications and the ability to learn new systems quickly.
• Experience coordinating HP hardware warranty replacements and working with vendor support processes.
• Experience in Tier 2 or advanced-level support, handling complex incidents and escalations.
• Experience creating and maintaining knowledge base articles for common issues and resolutions.
• Exposure to testing and validating product releases or enhancements before broader deployment.
• Strong written documentation skills for call tracking systems and knowledge repositories.
• Ability to lead or participate in cross-functional projects with IT and business stakeholders.
• Local to the greater Tampa Bay / St. Petersburg area and able to work a hybrid onsite schedule.
• Comfort working in a contract engagement and adapting quickly to established processes and standards.

Responsibilities

• Provide advanced telephone, remote, and onsite support for end users, with a focus on hardware installations and software applications.
• Install, configure, troubleshoot, and resolve issues involving commercial off-the-shelf and proprietary software, using tools such as ServiceNow and GoToAssist.
• Support on-domain and off-domain users and their access to systems and applications, including Chrome, Office 365, Exchange Online, and F5 and GlobalProtect VPN solutions.
• Diagnose and repair hardware issues, and coordinate warranty replacements through HP.
• Install and support software, including updates, configuration, and user assistance.
• Set up new PCs and replace existing machines, including backing up and restoring user data and reinstalling required software.
• Prepare workstations, install standard software images, and ensure corporate system access for new associates.
• Monitor ServiceNow for incidents and requests, troubleshoot and resolve client issues, and work in alignment with service level agreements.
• Document support activities and resolutions in the call tracking system and knowledge database.
• Explain technical information clearly to non-technical users and provide customer-focused support with ownership and follow-through.
• Assist clients with installing corporate-standard software images and ensure compliance with technology standards and policies.
• Communicate system issues that may affect the quality or reliability of supported systems to clients, peers, and leadership.
• Participate in testing new product releases and enhancements and provide feedback on functionality, performance, and user impact.
• Lead or participate in cross-functional projects, contributing technical expertise and an end-user perspective.
• Manage time and workload to complete incidents, requests, and project tasks efficiently and within agreed timelines.

Benefits

• If eligible: medical, dental, and vision coverage.
• If eligible: critical illness, accident, and hospital coverage.
• If eligible: 401(k) retirement plan with pre-tax and Roth post-tax contributions available.
• If eligible: voluntary life and AD&D insurance for employees and dependents.
• If eligible: short- and long-term disability coverage.
• If eligible: health spending account (HSA).
• If eligible: transportation benefits.
• If eligible: employee assistance program.
• If eligible: time off or leave, including PTO, vacation, or sick leave.

What This Job Offers

• Career Level: Mid Level