Sigma Information Group Inc
Service Desk Technician (Remote - Texas Only)
Sigma Information Group Inc, Austin, Texas, us, 78716
Role
The Service Desk Technician supports our consulting teams by providing first-line support of client requests received by email, ticket, or phone. Using remote access software and/or working directly with the client over the phone, will troubleshoot and resolve primarily Tier 1 issues, including password resets, email access issues, authentication questions, simple Microsoft Office application usage, virus scans/removals, and device problems (printers, monitors, mice).
ResponsibilitiesPromptly acknowledges incoming emails and tickets.Answers incoming calls and replies to any voicemails.Determines severity and priority of the problem and either works with the client to resolve the problem or escalates the issue to other team members.Effectively communicates the status and state of various ticket queues.Set up and configure client workstations and laptops so they are ready for delivery. Assist with setting up new hires for clients, ensuring all required software, permissions, and licensing has been provisioned and tested.Update client documentation and proceduresEnter tickets for time spent on both client and Sigma (internal) work.Requirements
Prior experience handling multiple customers at an IT consultancy or MSP requiredMinimum 1 year of experience in general IT supportStrong familiarity with Windows 10 and 11, Active Directory, and Office 365Capable of basic problem identification/escalation and providing technical support for personal computers, printers, and other peripheral devicesBasic knowledge of networking and security conceptsHigh level of organization and strong attention to detailStrong ability to present and explain technical information to a non-technical audience, and effectively communicate orally and in writing.Enjoys working with an array of client personalities and has the necessary patience and understanding to work with frustrated end usersStrong desire to build skill set through self-directed education and coursework that lead to desirable certificationsBenefits
Medical, dental, and vision insuranceLife insuranceLong-term disabilityPaid vacationPaid holidaysSimple IRA (401K equivalent) for eligible employees
The Service Desk Technician supports our consulting teams by providing first-line support of client requests received by email, ticket, or phone. Using remote access software and/or working directly with the client over the phone, will troubleshoot and resolve primarily Tier 1 issues, including password resets, email access issues, authentication questions, simple Microsoft Office application usage, virus scans/removals, and device problems (printers, monitors, mice).
ResponsibilitiesPromptly acknowledges incoming emails and tickets.Answers incoming calls and replies to any voicemails.Determines severity and priority of the problem and either works with the client to resolve the problem or escalates the issue to other team members.Effectively communicates the status and state of various ticket queues.Set up and configure client workstations and laptops so they are ready for delivery. Assist with setting up new hires for clients, ensuring all required software, permissions, and licensing has been provisioned and tested.Update client documentation and proceduresEnter tickets for time spent on both client and Sigma (internal) work.Requirements
Prior experience handling multiple customers at an IT consultancy or MSP requiredMinimum 1 year of experience in general IT supportStrong familiarity with Windows 10 and 11, Active Directory, and Office 365Capable of basic problem identification/escalation and providing technical support for personal computers, printers, and other peripheral devicesBasic knowledge of networking and security conceptsHigh level of organization and strong attention to detailStrong ability to present and explain technical information to a non-technical audience, and effectively communicate orally and in writing.Enjoys working with an array of client personalities and has the necessary patience and understanding to work with frustrated end usersStrong desire to build skill set through self-directed education and coursework that lead to desirable certificationsBenefits
Medical, dental, and vision insuranceLife insuranceLong-term disabilityPaid vacationPaid holidaysSimple IRA (401K equivalent) for eligible employees