IT Support Specialist

Pyramid Consulting, Inc; Santa Clara (CA); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid sick leave

Job summary

Pyramid Consulting, Inc. seeks an IT Support Specialist for an on-site 06+ months contract in Santa Clara, CA. The role emphasizes timely incident resolution, user support, and thorough documentation in a fast-paced environment.

The candidate should have an Associate degree in IT and 2+ years of IT experience, with strong communication skills and ability to work independently with various teams. Power BI and service desk tools are part of daily tasks.

Qualifications

• Associate degree in Computer Science or IT or related field.
• Minimum two years of IT experience; four years preferred.
• IT helpdesk/desktop support experience with strong documentation.

Responsibilities

• Monitor, review, and analyze user support tickets with timely responses.
• Investigate and resolve incidents and service requests within defined timelines.
• Follow SOPs/BOPs when handling requests.
• Manage critical incidents and escalations to appropriate teams.
• Provide clear, professional, proactive communication with users.
• Support documentation, process improvement, and reporting.
• Maintain accurate incident and resolution records.

Skills

Desktop support

VLOOKUP

Pivot tables

Excel

Windows 10/11

Documentation

ServiceNow

Tickets

Power BI

Customer communication

PowerPoint

Education

Associate degree in IT

Two years IT experience

Tools

Power BI

ServiceNow

PowerPoint

Excel

Windows 10/11

Job description

Immediate need for a talented IT Support Specialist. This is a 06+ Months Contract opportunity with long-term potential and is located in Santa Clara, CA (Onsite).

Job ID:26-26643

Pay Range: $25 - $28/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:

• Monitor, review, and analyze user support tickets, providing timely responses in accordance with established service standards.


• Investigate and resolve assigned incidents and service requests within defined timelines while maintaining a professional customer-focused approach.


• Follow established Standard Operating Procedures (SOPs) and Business Operating Procedures (BOPs) when handling support requests.


• Manage critical incidents and crisis escalations appropriately, ensuring issues are routed to the appropriate technical or support teams when resolution cannot be completed within the primary support group.


• Deliver a consistently positive customer service experience by communicating clearly, professionally, and proactively with users.


• Support documentation, process improvement, reporting, and other technology initiatives or special projects as assigned.


• Maintain accurate records and documentation related to incidents, resolutions, processes, and operational procedures.

Key Requirements and Technology Experience:

• Skills- Desktop, VLOOKUP, Pivot, Excel, Windows 10 & 11, Documentation, Service now, Tickets Strong experience in technical documentation and process guideline development.


• Proficiency in Microsoft Word and Excel, including professional document formatting and data organization.


• Hands‑on knowledge of Excel VLOOKUP and data analysis functions.


• Experience working with Power BI for reporting and data visualization.


• Strong client/customer interaction and communication skills.


• Proficiency in creating and presenting information using Microsoft PowerPoint.


• Self‑motivated and capable of working independently with minimal supervision.


• Ability to take ownership of assigned projects and manage responsibilities through completion.


• Strong teamwork and collaboration skills with the ability to work effectively across different support teams.


• Strong customer service orientation with excellent interpersonal, organizational, written, and verbal communication skills.


• Ability to work effectively in a fast‑paced, continuously changing technical environment.


• Working knowledge of Windows‑based applications, operating systems, and common desktop technologies.


• Ability to troubleshoot and diagnose software, application, hardware, connectivity, and basic network‑related issues.


• Ability to assess the severity and business impact of issues, prioritize appropriately, and **escalate** high‑priority incidents when required.


• Ability to explain complex technical concepts and troubleshooting steps in clear, non‑technical language to end users.


• Working knowledge of modems, data communications, and basic PC network connectivity troubleshooting.


• Ability to identify and resolve common computer memory and performance‑related issues.


• Experience resetting and troubleshooting network and Internet credentials/passwords.


• Ability to configure and troubleshoot Internet proxy settings.


• Experience installing, configuring, and setting up desktop applications.


• Working knowledge of Windows/NT navigation, directory structures, and file systems.


• Familiarity with Windows disk utilities and the ability to resolve common disk‑related errors.


• Ability to interpret network and system error messages to identify potential causes and determine appropriate troubleshooting or escalation paths.


• Associate degree in Computer Science, Information Technology, or a related field, with a minimum of two years of relevant IT experience; four years of experience is typically preferred.


• Equivalent combinations of education, technical training, and professional IT experience may also be considered.


• Working knowledge of IT operations, support responsibilities, workflow processes, and established procedures, with the ability to independently resolve the majority of routine user inquiries.


• Strong analytical and problem‑solving capabilities with sound professional judgment.


• Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients, end users, technical teams, and other Systems Division personnel.


• Demonstrated ability to manage multiple priorities, take ownership of assigned responsibilities, and contribute effectively in a team‑oriented environment

Our client is a leading Banking Industry and we are currently interviewing to fill this and other similar contract positions.

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.