PYRAMID Business Systems, a locally owned and fully insured IT consulting, support, and security firm located in Binghamton, NY, with a history spanning 35 years, is currently seeking a help desk technician. The ideal candidate will possess a network competency and hold industry-recognized certifications. PYRAMID offers a competitive salary and benefits package, commensurate with experience and certifications.
Job Summary:
Technical position providing support to PYRAMID business systems clients. The position is responsible for problem tracking, recording, resolution, and escalation of all IT supported products and services.
Job Responsibilities
- Provide 1st level contact and problem resolution for all customers related to hardware, software and applications
- Actively monitor all IT services and address and/or escalate issues
- Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
- Assist in the creation and maintenance of Standard Operating Procedures for all repeatable scheduled tasks
- Review and update Help Desk documentation as assigned
- Review and recommend modifications to procedures with management
- Provide accurate and timely logging of problems and resolution for problems in the Service Order management system(s)
- Escalate problems as appropriate following established policies and/or procedures
- Act as a liaison between customers and network engineering staff to ensure accurate problem interpretation. Maintain communication with customers during the problem resolution process
- Maintain in-depth knowledge of Help Desk supported products and services
- Work with management to identify available Help Desk training that will enhance and improve support delivered to customers
- Successful completion of training and certification requirements assigned by management.
- Additional duties as assigned
Requirements:
Experience:
- 3+ years of experience in end user support/help desk environment
- Outstanding communication skills and the ability to provide IT services by telephone, email, face to face or virtually
- Desired industry certifications include any combination of - CompTIA A+, CompTIA Network+, Microsoft Technology Associate (MTA) IT Infrastructure, Microsoft Office Specialist (MOS), Microsoft Certified Solutions Associate (MCSA), ITIL Foundation
- Advanced support/troubleshooting knowledge of the following:
- Microsoft Windows, ChromeOS, and iOS Operating Systems
- Internet browsers including but not limited to IE, Chrome, and Firefox
- Productivity software such as Microsoft Office and Adobe Acrobat
- Virus and system health monitoring and remediation
- Data backup solutions and services
- Desktop and laptop computer hardware and peripherals
- Printer support
- Basic to intermediate support/troubleshooting knowledge of the following:
- TCP/IP networks
- DNS
- DHCP
- Firewall concepts and configuration
- Switching concepts and configuration
- Routing concepts and configuration
- Microsoft Server 2016 and newer
- Virtualization technologies (VMWare, Hyper-V)
- Cloud service concepts (Microsoft 365 / Azure)
Qualifications:
- Prior experience in service desk or technical support roles is required
- High level of diplomacy and strong interpersonal skills
- Customer service-oriented mindset
- Exceptional troubleshooting skills
Education and Experience:
- High school diploma or equivalent; Bachelor’s degree; or a combination of education and experience that provides the knowledge, skills, and abilities perform required duties effectively
- Experience in help desk support
- IT-related certifications are an advantage
Job Type: Full-time
Pay: From $21.00 per hour
Benefits:
- 401(k)
- Health insurance
- Paid time off
Ability to Commute:
- Endicott, NY 13760 (Required)
Ability to Relocate:
- Endicott, NY 13760: Relocate before starting work (Required)
Work Location: In person
