Help Desk Technician

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., * 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

Do you have experience in iOS support?, Do you have a High school diploma or GED?, * 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), * 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

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off

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.