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Pyramid Consulting, Inc · 2 months ago

Field Support Services / Desktop Support

Lake Pointe, TX

Full-time

Onsite

Entry, Mid Level

$20/hr - $24/hr

1+ years exp

Pyramid Consulting, Inc. is a leading IT industry provider, seeking a Field Support Services / Desktop Support professional for a contract position. The role involves providing customer-facing end-user support, troubleshooting hardware and software issues, and ensuring a positive customer experience in a healthcare environment.

ConsultingInformation TechnologyLegalProfessional ServicesSoftwareStaffing Agency

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Provide customer facing end-user support that includes:

Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software

Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc

Perform onsite updates, Configuration changes, or Software installations

Provide onsite technical assistance to End Users

Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's

Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed

Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints

Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades

Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites

Provide On-call support if required outside business hours on a rotational basis

Provide Hand and Feet support for network data and voice devices

May train users and operators on a limited basis and/or may write training procedures . Participate in on-going training and departmental development

Independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies

Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts

To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Qualification

Field Support ServicesDesktop SupportHealthcare ExperienceCompTIA A+ certificationWindows Operating SystemsCustomer ServiceAnalytical ThinkingProblem-Solving

Required

Field Support Services / Desktop Support AND HEALTH / HOSPITAL

BS/BA in Computer Science, Information systems, or an equivalent combination of education

One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting

Experience with various desktop systems, operating systems, and diverse technical environments

Excellent customer service orientation and verbal communication skills

Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices

Ability to install software for and troubleshoot a wide range of applications

Analytical thinking and problem-solving ability

CompTIA A+ certification or equivalent certification

Flexible for travelling to remote sites or cluster

Provide assistance for network relates issues

Should be able to lift weight up to 30 lbs. at waist level

Vaccination Compliance: Candidates must be willing to comply with workplace vaccination requirements. Proof of vaccination may be required before joining, depending on site-specific health and safety regulations

Ability to work in rotational shifts between 6:00 AM and 6:00 PM

Healthcare Experience: Minimum of 3 years of experience working in a hospital or healthcare environment is mandatory

Benefits

Health insurance (medical, dental, vision)

401(k) plan

Paid sick leave (depending on work location)

Company

Pyramid Consulting, Inc

Glassdoor4.2

Pyramid Consulting, a global leader in workforce and technology solutions, empowers individuals and organizations to transform and thrive in the most challenging and competitive markets.

Founded in 1996

Alpharetta, Georgia, USA

5001-10000 employees

https://pyramidci.com/

H1B Sponsorship

Pyramid Consulting, Inc has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (178)

2024 (112)

2023 (95)

2022 (62)

2021 (50)

2020 (117)