Desktop Support

Immediate need for a talented Desktop Support. This is a 06+months contract opportunity with long-term potential and is located in Chicago, IL(Onsite). Please review the job description below and contact me ASAP if you are interested.

Job
-31245

Pay Range: $26/hr - $30/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Serve as the first point of contact for incident and request tickets via phone, email, and chat.
• Log, triage, and resolve tickets in Client, ensuring accurate categorization and prioritization.
• Apply diagnostic tools and scripts to troubleshoot hardware, OS, and application issues.
• Support user account provisioning and access management (Active Directory, OIM).
• Assist in software rollouts, patching, and configuration updates following change management protocols.
• Validate deployments and document results in Client change records.
• Maintain and update Knowledge Base articles to promote self-service and standardization.
• Escalate unresolved issues to Level 2 or specialized teams with detailed documentation.
• Monitor ticket queues and adhere to SLAs for response and resolution times.
• Build rapport and elicit problem details from customers to ensure effective resolution.
• Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
• Test fixes to confirm problems have been adequately resolved.
• Comply with all assigned administrative and operational tasks.
• Adhere to established policies, standards, and procedures for ensuring the security and integrity of Bank systems and data.
• Provide timely reports on the status of projects and any unforeseen issues to management and business units.

Key Requirements and Technology

Experience:

• 1-2 years in a technical support or help desk role.
• Experience with Client or similar ITSM platforms.
• Proficiency in Windows OS, Microsoft 365 (Teams, Outlook, SharePoint), and remote support tools.
• Familiarity with networking basics (TCP/IP, DNS, VPN) and endpoint security practices.
• Ability to perform hardware diagnostics and peripheral setup (laptops, printers, AV equipment).
• Basic scripting knowledge (Power Shell) for automation and troubleshooting is a plus.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service orientation.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Commitment to continuous learning and adherence to ITIL-based processes.

Our client is a leading Financial Industry, and we are currently interviewing to fill this and other similar contract positions.

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.