Help Desk Associate

2 weeks ago


Bloomington, Illinois, United States Pyramid Consulting Full time
Job Title: Help Desk Associate

Immediate need for a talented Help Desk Associate to provide high-quality service and technical support to end users in a fast-paced environment.

Key Responsibilities:
  • Perform level 1-1.5 support for internal customers via phone, live chat, and self-serve.
  • Ensure customer satisfaction by meeting customer needs in a courteous and timely manner.
  • Use a strong customer-service attitude when responding to technology requests.
  • Communicate effectively and clearly to customers.
  • Be an advocate for the end user to ensure they receive high-quality and timely service and support from the entire enterprise operations & technology organization.
Key Requirements and Technology Experience:
  • Customer service experience.
  • 1+ years' experience in an enterprise organization supporting end users in Desktop Support and enterprise applications.
  • Demonstrated knowledge of Microsoft Office 365 products.
  • Demonstrated knowledge of using ITSM application (preferred Client).
  • Demonstrated knowledge of software: Windows 10/11; Active Directory; RSA Authentication Manager, Cisco AnyConnect, PingID, Global Protect, VMware; multifunctional printers; Internet Software (i.e., Edge; Firefox; Client Chrome).
  • Demonstrated knowledge of hardware: Desktop; Laptop wireless mobile devices (smart phones, tablets, etc.) & Virtual Desktop infrastructure.
  • Ability to quickly learn new technology and applications and retain (absorb) to resolve issues independently.
  • Good attitude and excellent attendance required.
  • Typing speed of 50+wpm.
  • Excellent analytical skills for efficient problem diagnosis and resolution (creative thinker).
  • Strong accountability, both individually to your work as well as to the team.
  • Ability to work independently and collaborate effectively in a team environment.
  • Inquisitive nature, eager to learn new concepts and technologies.
  • Eagerness to help customers and team members with positive attitude.
  • Deliver prompt and high-quality customer service.
  • Excellent verbal, written and interpersonal skills.
  • Ability to multi-task in a fast paced, constantly changing environment.
  • Must be a team player and able to work collaboratively with and through others.
  • Effective listening skills and proper phone etiquette.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


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