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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 an opportunity to engage in a long-term contract with significant potential for growth.
Job Overview:
Compensation: $23/hour. Employee benefits encompass health insurance (medical, dental, vision), a 401(k) plan, and paid sick leave, contingent on work location.
Essential Responsibilities:
- Support and enhance the managed workstation environment, ensuring optimal performance and reliability.
- Deliver hardware and software assistance to promote business efficiency on user devices.
- Diagnose and resolve issues promptly through various communication channels, including in-person, phone, and remote support.
- Implement proactive measures to prevent recurring problems and provide necessary end-user training.
- Facilitate discussions to identify and analyze technical issues.
- Offer technical guidance on corporate applications and systems to address incidents and requests, including hardware/software troubleshooting, upgrades, and malware removal.
- Utilize strong analytical and communication skills to develop effective solutions for the managed workstation environment.
- Assist with the setup, configuration, and ongoing usability of desktop computers and related peripherals, adhering to established standards.
- Manage workload efficiently, ensuring compliance with Service Level Agreements (SLAs) through effective ticketing processes.
- Participate in a 24x7 support rotation as needed.
- Maintain an accurate inventory of desktop and PC software.
- Communicate effectively regarding ongoing service requests and incidents.
- Create Knowledge Based Articles (KBAs) for reference and training purposes.
- Exhibit exceptional customer service skills to exceed user expectations.
- Enhance knowledge of Desktop Support procedures, products, and services.
- Perform additional related duties as assigned.
- Train new team members and provide guidance on best practices.
- Recommend improvements for desktop infrastructure and team processes to enhance service delivery.
- Monitor and ensure adherence to team SLAs.
- Coordinate efforts to resolve technical incidents that require collaboration across multiple teams.
- Engage in departmental meetings to support organizational initiatives.
- Understand the cybersecurity landscape and assist in monitoring and troubleshooting related issues.
- Analyze and validate cybersecurity incidents, aiding in root cause analysis and data collection.
- Facilitate knowledge transfer through the creation of documentation and training materials.
- Participate in cybersecurity policy reviews and recommend necessary changes.
- Implement changes and monitor security device performance, making adjustments as needed.
- Prepare reports to communicate project progress and challenges, ensuring quality and accuracy.
Pyramid Consulting, Inc. is committed to providing equal employment opportunities and prohibits discrimination and harassment of any kind.
