Help Desk Support Optum Jobs (NOW HIRING)

Help Desk Support Technician (Technology Service Center)

Technology Service Center (TSC)

📍 St. Petersburg, FL (Primary) |

🕒 6‑month contract (conversion potential)

🏢 Hybrid after training

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Why This Role?

This is a fantastic opportunity to get your foot in the door with a highly respected financial services organization. The Technology Service Center (TSC) is often a launchpad into long-term IT careers, with many contractors moving into full-time or advanced IT roles within the organization.

You’ll receive extensive enterprise-level training, work with modern tools, and support thousands of internal users across a wide range of technologies.

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About the Team

• The Technology Service Center consists of 84 agents (FTE + contractors)
• Supports thousands of internal employees
• Handles 800–1,100 calls per day
• Individual agents typically manage 10–30 calls per day
• Ticketing system: ServiceNow
• Applications supported range from Microsoft products to proprietary systems

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What You’ll Do

You’ll be the first point of contact for technical support, delivering fast, professional, and accurate solutions in a high-volume, metrics-driven call center environment.

This is a 100% phone-based role.

Key Responsibilities

• Serve as frontline technical support for internal employees
• Troubleshoot and resolve hardware, software, application, and connectivity issues
• Clearly explain technical solutions to non-technical users with empathy and professionalism
• Document issues, resolutions, and follow-ups accurately in ServiceNow
• Maintain full ownership of tickets from creation through resolution
• Use knowledge bases and internal tools to drive first-contact resolution
• Assist users with:
  • Account access and entitlements
  • Online system requests
  • Basic software installations
• Perform initial diagnostics for hardware, software, VPN, Wi-Fi, and network issues
• Escalate major issues, outages, or trends to leadership as needed
• Accurately track work using required activity and time codes
• Meet performance metrics including call quality, After Call Work (ACW), and schedule adherence

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Required Technical SkillsIdentity & Access Management

• Active Directory (user & access management)
• Multi-Factor Authentication (MFA)
• FIDO passkeys

Endpoint & Productivity Tools

• Windows OS troubleshooting
• Microsoft 365 / Microsoft Office
• Adobe products

Device & Mobility

• Mobile Device Management (MDM)

Virtual Environments

• Citrix or virtual desktop environments

Application Support

• Internal / proprietary applications
• Web-based applications
• Browser troubleshooting

Networking Fundamentals

• VPN
• Wi-Fi
• TCP/IP

Peripheral Support

• Printers and scanners

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What We’re Looking For

• 2–3 years of recent help desk or service desk experience
• Strong troubleshooting skills across hardware, software, and applications
• ServiceNow experience required
• Excellent written and verbal communication skills
• Strong analytical and problem-solving abilities
• Professional demeanor at all times (supporting employees at all levels)
• Comfortable working in a high-volume, metric-driven environment
• Reliable, coachable, and detail-oriented

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Work Schedule & Expectations

• Non-standard shifts required, including nights, weekends, and some holidays
• Potential mandatory two-week furlough at year-end
• Onsite 100% for the first 5 weeks of training
• After training: Hybrid (minimum 50% onsite / ~10 days per month)
• Strong attendance and performance are critical

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Training Program (Very Important)

Training is structured, intensive, and similar to a classroom environment.

• Mandatory participation and engagement
• Weekly quizzes to assess progress
• Final exam requires 80% or higher
• No quiz or test retakes
• Failure to meet requirements will result in assignment ending

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Interview Process

✅ One-step video interview

• First half: Culture & behavioral fit
• Second half: Technical interview with End User Technology (EUT) team

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Conversion & Career Growth

• Potential to convert to full-time
• Strong track record of Technology Service Center representatives moving into other IT teams
• Excellent enterprise service desk experience for long-term career growth

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Locations

• St. Petersburg, FL –

Current needs include 3 openings, with a target start date of late May (earlier start possible for qualified candidates).

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Why This Organization?

• Established, highly respected financial services environment
• Frequently ranked among Top Workplaces in the Tampa Bay area
• Strong commitment to community involvement and giving back
• Inclusive, employee-focused culture
• Long-term growth and internal mobility opportunities

Job Type & Location

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

Pay and Benefits

The pay range for this position is $27.00 - $29.00/hr.

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. If eligible, the benefits available 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)

Workplace Type

This is a hybrid position in St. Petersburg,FL.

Application Deadline

This position is anticipated to close on Jun 11, 2026.

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

We’re 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. We’re 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. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re 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.