Service Desk Agent

Service Desk Agent – Richmond, VA (Hybrid)

Immediate need for a talented Service Desk Agent with a 12+ month contract opportunity and long-term potential.

$18.00/hr - $19.00/hr

• Help users complete provisioning and onboarding technology set‑up
• Provide application support through remote access tools to resolve internal end user issues
• Deliver top‑notch customer focused support
• Utilize Client ticketing tool to track and elevate tickets for end users
• Monitor and respond quickly and effectively to calls received to the Client Onboarding team
• Interact with end users via soft phone or chat modules to resolve primarily software issues and answer hardware questions
• Remotely access and support end user machines to achieve first call resolution

• High School Diploma, GED, or equivalent IT certifications
• Excellent written and verbal communication skills
• At least 1 year of remote help desk support experience
• Client Integration Basics certificate or 1+ year of equivalent Client support experience
• Windows 10 certificate or 1+ year of equivalent Windows OS support experience
• At least 2 years of experience with remote or in‑person help desk support for Virtual Machines, PCs, and Macs
• 1+ year of experience with IT ticketing platforms (e.g., Client)
• Bachelor’s Degree or Associate’s Degree in Computer Science, Information Systems, or related field preferred
• ITIL certification or A+ certification
• 1+ year of experience with Active Directory services integration
• 1+ year of experience with Client suite applications
• 1+ year of experience in MDM solution (Airwatch)

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.