Help Desk Technician

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