Help Desk Specialist

Pyramid Systems is seeking a Help Desk Support Specialist who is responsible for supporting internal and external customers.

Respond to system Help Desk inquiries through phone, email, and systemgenerated communication, ensuring timely and customerfocused support
• Provide support for Service Requests, including but not limited to:
• Account access and password management
• Login or authentication issues, including website performance
• Remote and mobile access troubleshooting
• Network access, connectivity, and storage support
• Assistance with downloading, uploading, and accessing information
• Identifying and resolving missing information issues
• Assisting users with "how to" questions following establish scripts and knowledge articles; escalating to Tier 2 business representatives if required
• Conducting screen sharing with end users to help identify and record issues for further investigation with the development team

• Maintain and update a Knowledge Base tool to ensure all troubleshooting steps, FAQs, and standard procedures are documented and easily accessible.
• Ensure documentation is accurate, current, and aligned with support standards.

• Record inquiry dates, resolution timelines, and all communication related to each request.
• Prepare Help Desk metrics including average time to resolution for various ticket categories
• Log customer service complaints, document resolutions, and track trends.
• Respond promptly and professionally to Help Desk calls, written inquiries, and electronic correspondence.

• Provide user support for account setup, access management, and general administrative support.
• Perform routine system tasks related to user accounts, permissions, and access rights.
• Participate in all team Agile ceremonies when possible (Daily Stand Up, Backlog Refinement, Sprint Planning, Sprint Review, Sprint Retrospective)
• Share user feedback with the development team to document defects, observations, and enhancement requests.

• US Citizenship required with the ability to obtain and maintain a Public Trust Clearance.
• 2+ years of experience in IT Help Desk or technical support roles, demonstrating progressively responsible support capabilities.
• Hands-on experience working with ServiceNow, JIRA, or similar ticketing/backlog management systems.
• Proven ability to maintain accurate and comprehensive automated logs leveraging ServiceNow, JIRA, or similar tools.
• Experience providing and supporting online user access to Help Desk systems, enabling customers to monitor ticket activity and status.
• Demonstrated capability to configure and maintain system functionality that allows users to:

• Categorize and group tickets by type, date received, date resolved, action taken, program area, priority, and other key fields.
• View inquiry dates, resolution timelines, and real-time status updates.
• Access documented customer service complaints and associated resolutions.
• Strong background in responding to Help Desk inquiries through phone, email, and systemgenerated communication, ensuring timely and customerfocused support.
• Extensive experience providing user access support, including:
• Password resets, account creation, updates, and deactivation
• User permissions, roles, and administrative troubleshooting

• CompTIA A+, CompTIA Security+ CE, or an equivalent industryrecognized certification is a plus.
• Any software development or Agile experience (e.g. Scrum Master) is a plus