IT Helpdesk / ServiceDesk - Pyramid Consulting, Inc.

Immediate need for a talented IT Helpdesk / ServiceDesk. This is a 06+ Months Contract opportunity with long-term potential and is located in Columbus OH or Des Moines IA (Remote). Please review the job description below and contact me ASAP if you are interested. Job ID:25-84505 Pay Range: $19 - $23/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:

• Inbound call center for 30K associates/contractors; 100K insurance agents through the country
• Operation is a 24x6, Monday through Friday 6:00 am - 9:30 pm normal coverage, starting times range from 6:00 am - 1:00 pm, starting every half hour, 1:00-9:30pm last shift
• Basic Break fix/Troubleshooting: password, network, connectivity, HW/SW, mobile apps, printers, application errors, VPN, etc.
• Normally, 70% of contractors brought on can work remotely from anywhere, the remaining 30% will need to work in the Columbus facility in either a permanent work in office arrangement or hybrid (every other week in office, 2-3 days a week in office, etc.). This may change by class depending on impacts due to turnover.
• Analysts must have adequate technology, connectivity. The required speed is a minimum of 30 Mbps down/2 Mbps up and ahard-wired connection. Working from a wireless internet connection is not acceptable.
• Analysts must have appropriate workspace distraction free, meeting safety and ergonomic standards andproviding for protection of client assets client may request to inspect a workenvironment(require pictures of work area for TSD).
• Job duties must be able to be performed without supervision(for TSD this would excludeindividuals in initial TSD training, Launchpad and until performance and quality metrics are withinacceptable ranges).
• WFH is not an alternative for dependent care, as the individual should be fully focused on work.
• If an analyst has power or connectivity issues, analysts are expected to take steps to resolve the issueas soon as possible and find an approved alternative location while the issue is being resolved.
• All Analysts must have the flexibility to work 5 days a week throughout Monday through Saturday and for any shifts Mon-Fri 6:30am-9:30pm ET and Saturday 8:00-4:30pm ET.

Key Requirements and Technology Experience

• Key Skills:Break fix/Troubleshooting, ServiceNow Ticketing, Contact Center, Calls .
• Experience working with Microsoft products and services on a Windows 10 platform
• Ability to work with a ticketing system, ex: ServiceNow
• Good verbal and written communication skills to effectively interact with customers and all levels of personnel
• Must be able to provide technical support to diagnose, analyze, research and resolve moderately complex computer problems while minimizing the impact of service interruptions
• Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management
• Must have the ability to utilize computer operation system software commands to troubleshoot and resolve moderately complex issues related to application andhardware/peripherals
• Must have good analytical and decision-making skills
• Experience providing customer support
• Experienceworking in a contact center environment
• Desire toexpandinformation technology knowledge and skills
• Focusedon continuous learning
• Ability to work under pressure
• Adaptability
• Teamwork skills
• Interpersonal skills
• Workforce management (WFM) (department outside of TSD) determines staffing levels and shifts needed/available
• Following training, available shifts will be communicated and analysts will have the opportunity to give preferences. Staffing of shifts will be based on the following: attendance, performance, behavior/attitude, and preference
• Shifts are 8 hrs./day, 40hrs/wk. and are normally 5 days a week, on occasion there may be opportunities to participate in 4x10 shifts, based on needs determined by WFM
• On occasion, it will be necessary to change shift arrangements, staffing shifts will be based on attendance, performance, behavior/attitude, and preference

Our client is a leading Insurance 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. By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .

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