Service Desk Associate II

Immediate need for a talented Service Desk Associate II. This is a 12+months contract opportunity with long-term potential and is located in Bartlesville, OK (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID:24-47150

Pay Range: $18 - $22/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:

• Field incoming incident or service requests from internal customers via phone, web, chat, and e-mail in a courteous manner.
• Build rapport and elicit incident details from Service Desk customers to record incidents – document all pertinent end customer identification information, including name, department, contact information, and nature of problem or issue.
• Classify, prioritize, and escalate issues (when required) to the appropriately experienced analysts or Team Lead.
• Properly document steps when working on IT incidents, including those used in troubleshooting, actions taken, and the outcome.
• This is especially important when sending IT incidents to other IT groups for assistance.
• Use standard, approved diagnostic utilities to aid in troubleshooting such as Quick Assist and GoTo Resolve.
• Access knowledge base articles, frequently asked questions resources, and other reference materials to aid in resolution.
• Perform fixes at the desktop level using remote tools which could include installing and upgrading software.
• Manage individual and/or group network and system access along with troubleshooting account-related issues using elevated access to cloud-based tools.
• Perform post-resolution follow-up to incident requests for customer satisfaction.
• Evaluate documented resolutions and analyze trends for ways to prevent future issues.
• Recommend or suggest methods to update, simplify, and enhance processes and procedures.

Key Requirements and Technology Experience:

• Key Skills: Service Desk Support; Troubleshooting; Manage network and system access; Troubleshoot account-related issues; Documentation.
• 1-2 years of experience in customer service/support or help desk/call center environments.
• Must have the ability to provide technical and troubleshooting support.
• Ability to learn terminology, applications, and standard procedures for performing the job function while looking for areas of improvement.
• Performs routine and basic tasks using established procedures.
• Available for a variable work schedule including weekdays, weeknights, and weekends.
• Must-Have: Cross-Team Collaboration, Customer Care, Customer Experience, and Team Collaboration.
• Nice To Have: Computer Literacy, Customer Troubleshooting.

Our client is a leading Dominion Energy 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, colour, 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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