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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician - **Company:** Pyramid Inc. - **Location:** Endicott, NY, United States - **Experience:** Experienced - **Salary:** $43,680.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Adobe Acrobat, Apple IOS, Microsoft Azure, Backup Devices, Business Systems, Chrome OS, CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Firefox, Web Browsers, Hyper-V, Microsoft Office, Microsoft Servers, Microsoft Software, Routing, Productivity Software, Cloud Services, Transmission Control Protocol (TCP), Virtualization Technology, Data Logging, Peripherals, Firewalls (Computer Science), Computer Equipment, Information Technology, Pyramid, Vmware - **Published:** June 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fae74f4a28cb39fd ## About the Role 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 ## Description 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 ## Related Videos - [You’re a great coder? 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