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End User Help Desk Support

The Computer Merchant, LTD.

Saint Petersburg, FL

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JOB DETAILS
SALARY
$30–$34.50 Per Hour
JOB TYPE
Temporary, Contractor, Full-time
SKILLS
Analysis Skills, Commercial Off-the-Shelf (COTS), Communication Skills, Computer Hardware, Computer Science, Cross-Functional, Customer Relations, Customer Satisfaction, Data Recovery, Database Backup, Desktop Administration, Documentation, Establish Priorities, F5 Network Software, Federal Laws and Regulations, Hardware Administration, Hardware Installation, Hardware Repair, Help Desk, Identify Issues, Knowledge Base, Maintenance Services, Management of Information Systems/Technology (MIS), Microsoft Exchange Server, Microsoft Office, Microsoft Windows Operating System, Network Protocols, On Site Support, Onboarding, Problem Solving Skills, Product Testing, Product/Service Launch, Regulations, Remote Access, Root Cause Analysis, Service Level Agreement (SLA), ServiceNow, Software Administration, State Laws and Regulations, Systems Administration/Management, Technical Presentation, Technical Support, Time Management, VPN (Virtual Private Network), Viruses
LOCATION
Saint Petersburg, FL
POSTED
14 days ago
JOB TITLE: End User Help Desk Support
JOB LOCATION: St. Petersburgh, FL (Hybrid 11 days per month)
WAGE RANGE*: $30-34.50/hr.
JOB NUMBER: 37153935

Required Qualifications
  • Bachelor's degree in Computer Science, MIS, or related field and a minimum of three (3) years of related experience; or an equivalent combination of education, training, and experience.
  • Minimum five (5) years of experience in a help desk or technical support environment strongly preferred.
  • Strong knowledge of:
    • Computer hardware installation, troubleshooting, and maintenance
    • Microsoft Windows operating systems
    • Microsoft Office applications
    • Virus removal and system remediation
    • Backup and data restoration processes
    • Basic networking concepts and protocols

JOB DESCRIPTION:

Work Arrangement
  • Hybrid schedule: Minimum of 11 days per month onsite
  • Training: First week fully onsite (no remote days).
  • Location requirement: Candidates must reside in the greater Tampa Bay area.

Position Summary:
The End User Support Analyst provides advanced telephone, remote, and onsite technical support for hardware and software issues. This role requires strong analytical skills to evaluate problems, recommend solutions, and ensure timely resolution. The analyst works closely with internal customers and IT teams to support enterprise systems and maintain high service standards.

Key Responsibilities:
  • Install, configure, troubleshoot, and resolve issues involving commercial off-the-shelf (COTS) and proprietary software via phone, remote access, and onsite support.
  • Monitor and manage incidents and service requests in ServiceNow, ensuring resolution within established service level agreements (SLAs).
  • Document all troubleshooting steps, resolutions, and activities in the ticketing system.
  • Communicate technical information clearly to non-technical users.
  • Assist users with installation and deployment of corporate-standard software images.
  • Provide hardware break-fix support, including warranty replacements through Client.
  • Perform PC setups, replacements, data backup/restoration, and software reinstallation.
  • Support onboarding activities for new associates.
  • Support both on-domain and off-domain users.
  • Effectively escalate and communicate system issues impacting performance or reliability.
  • Maintain documentation in the knowledge base for recurring issues and solutions.
  • Participate in testing new product releases and enhancements.
  • Lead or contribute to cross-functional IT projects as required.

Technical Environment:
Support includes but is not limited to:
  • ServiceNow
  • GoToAssist
  • Proprietary applications
  • Google Chrome
  • VPN technologies (F5 and GlobalProtect)
  • Microsoft Office 365
  • Exchange Online

Core Competencies:
  • Communication: Effectively communicates technical information to diverse audiences.
  • Analytical Skills: Identifies root causes and develops effective solutions.
  • Time Management: Prioritizes and manages workload efficiently.
  • Adaptability: Quickly learns and applies new technologies and processes.
  • Customer Focus: Builds strong relationships and ensures high levels of user satisfaction.
  • Initiative: Proactively identifies issues and takes action beyond minimum requirements.


Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

About the Company

T

The Computer Merchant, LTD.

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