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IT Support Specialist
2 months ago
We are seeking a skilled Desktop Support Technician for a crucial role within our organization. This position offers a long-term opportunity and involves providing essential support to our managed workstation environment.
Key Responsibilities:
- Maintain and enhance the workstation environment to ensure optimal performance.
- Deliver hardware and software support to facilitate user productivity.
- Diagnose and troubleshoot issues through various communication channels, ensuring timely resolutions.
- Proactively identify and mitigate recurring problems, offering training assistance as needed.
- Provide technical support for corporate applications and systems, addressing incidents and requests related to hardware, software, and user changes.
- Utilize strong analytical skills to develop efficient solutions for workstation management.
- Assist in the installation, configuration, and ongoing usability of desktop systems and peripherals.
- Manage workload effectively, adhering to service level agreements (SLAs) through established ticketing processes.
- Participate in a 24x7 support rotation as required.
- Maintain accurate inventory records for desktop and software assets.
- Communicate effectively regarding service requests and incident statuses.
- Create and update Knowledge Based Articles (KBAs) for reference.
- Exceed customer expectations through exceptional service delivery.
- Continuously enhance knowledge of desktop support processes and services.
- Train new team members and provide guidance as necessary.
- Recommend improvements for desktop infrastructure and team operations.
- Monitor team performance to ensure compliance with SLAs.
- Coordinate efforts to resolve complex technical issues across multiple teams.
- Engage in departmental meetings to support organizational initiatives.
- Understand and monitor the cybersecurity environment and related tools.
- Analyze cybersecurity incidents and assist with root cause analysis and data collection.
- Facilitate knowledge transfer through documentation and training for junior team members.
- Participate in the review of cybersecurity policies and recommend changes as needed.
- Implement changes and monitor security device performance, ensuring optimal functionality.
- Prepare reports to communicate project progress and challenges to stakeholders.
Pyramid Consulting, Inc. is committed to providing equal employment opportunities and fostering a diverse workplace. We value the contributions of all employees and applicants, ensuring a respectful and inclusive environment.
