Immediate need for a talented HelpDesk/ Desktop Support. This is a 06+ months with possible extension opportunity with long-term potential and is Richmond, VA/Plano, TX/McLean, VA (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-93629

Pay Range: $25 - $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:

The Problem Management & Escalations team is seeking a skilled and committed Level 2 IT Support Specialist.
The successful candidate will deliver exceptional customer service as part of a well-established team responsible for managing escalated incidents from Level 1 Support through our Service Desk.
This role will primarily focus on providing remote support for a range of devices; including Windows PCs, Macs, and Mobile Devices.
Providing remote technical support for a fast-paced environment across multiple divisions, primarily focused on laptops (Windows PCs, Macs) and mobile devices.
Delivering exceptional, customer-centric service and effectively managing expectations to ensure high satisfaction through clear communication and timely issue resolution.
Developing and implementing best practices and processes to optimize the L2 Tech Escalations team's effectiveness.
Maintaining excellent written and verbal communication, actively participating in cross-training initiatives, and contributing to site-level operational readiness and process enhancements.
Efficiently managing assigned escalations, ad-hoc requests, and additional tasks while proactively identifying and addressing skill gaps.
Collaborating closely with the team lead, serving as a backup when required, and fostering partnerships across platforms and with organizational stakeholders to expand the team's capabilities.
Assisting with reports and metrics, providing regular updates to the team lead, and offering support to colleagues as needed.

Key Requirements and Technology Experience:

Skills: HelpDesk/ Desktop Support- Windows / Mac OS support, Phone/Call support, Troubleshooting, Active Directory
High School Diploma, GED, or equivalent certification
At least 1 year of Technical Operations experience
At least 1 year of experience with IT systems and infrastructure
At least 1 year of experience with desktop platforms and operating systems
At least 1 year of with incident management and reporting tools
Bachelor’s degree in business, Information Systems, Computer Science
1+ year of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
ITIL Certification
1+ year experience with Client
1+ year of experience providing support for Windows 11, Client OS X, iOS, and Android platforms
1+ year of experience with the Client Suite and Chrome

Our client is a leading Financial Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration

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.

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