IT Support Specialist

2 weeks ago

Waukesha, Wisconsin, United States Pyramid Consulting, Inc Full time

We are currently seeking a skilled Desktop Support Technician for a significant contract opportunity. This role is essential for maintaining and enhancing the managed workstation environment, ensuring optimal performance and user satisfaction.

Position Overview:

The Desktop Support Technician will be responsible for providing comprehensive hardware and software support to facilitate business operations. Key responsibilities include:

  • Delivering technical assistance and troubleshooting for user devices, addressing issues through various communication channels.
  • Documenting and sharing resolution findings to prevent future occurrences.
  • Identifying training needs for end-users and providing necessary support.
  • Offering guidance on corporate-supported applications and systems to resolve incidents and requests.
  • Utilizing strong analytical skills to develop efficient solutions for the workstation environment.
  • Assisting with the installation, configuration, and ongoing usability of desktop systems and peripherals.
  • Managing workload effectively to meet service level agreements (SLAs) through a structured ticketing process.
  • Maintaining an accurate inventory of desktop and software assets.
  • Communicating ongoing activities related to service requests and incidents to relevant stakeholders.
  • Creating Knowledge Based Articles (KBAs) for future reference.
  • Exhibiting excellent customer service skills to exceed user expectations.
  • Contributing to the growth of knowledge regarding Desktop Support procedures and services.
  • Training new team members and making recommendations for service improvements.
  • Monitoring team performance to ensure adherence to SLAs.
  • Coordinating efforts to resolve technical issues that span multiple teams.
  • Participating in departmental meetings to support organizational initiatives.
  • Understanding the cybersecurity landscape and assisting in monitoring and troubleshooting related issues.
  • Analyzing cybersecurity incidents and supporting the Level 3 team with data collection.
  • Facilitating knowledge transfer through the creation of operational documents and training materials.
  • Reviewing and refining cybersecurity policies and participating in change request discussions.
  • Implementing changes and monitoring security device performance for optimal operation.
  • Preparing reports to communicate project progress and challenges effectively.

Pyramid Consulting, Inc. is committed to providing equal employment opportunities and fostering a diverse work environment. We encourage all qualified candidates to consider this opportunity.

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