Service Desk Technician

Role

The ServiceDesk Technician supports our consulting teams by providing first line supportof clientrequestsreceived byemailticketor 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/removalsanddevice problems (printers monitors mice).

**This role is remote within the state of Texas.**

Responsibilities

• Promptly acknowledges incoming email and tickets.
• Answers incoming calls and replies to any voicemails.
• Determines severity and priority ofthe problem and either works with the client to resolve the problem or escalates the issue toother team members.
• Effectively communicatesstatus and state of various ticket queues.
• Setsup and configuresclient workstations and laptops so they are ready for delivery.Assist with setting upnew hires for clients ensuring all required software permissions andlicensing has been provisioned and tested.
• Update client documentation and procedures
• Enter tickets for time spent on both client and Sigma (internal) work.

Requirements

• Minimum 1 yearofexperiencein general IT support
• Prior experience handling multiple customers at an IT consultancy or MSPis abig plus
• Strong familiarity with Windows 10 Active Directoryand Office 365
• Capable of basic problem identification/escalation and providing technical supportfor personal computers printers and other peripheral devices
• Basic knowledge of networking and security concepts
• High level of organization and strong attention to detail
• Strong ability to present and explain technical information to a non-technical audience and effectively communicate orally and in writing.
• Enjoys working withan array of client personalitiesandhas the necessary patience and understanding to work with frustrated end users
• Physically capable of picking up and moving computer hardware
• Occasional onsite travel to client locationspossible
• Strong desire to buildskill setthrough self-directed education and coursework that leadto desirablecertifications

Benefits

• Medical dental and vision insurance
• Life insurance
• Long-term disability
• Paid vacation
• Paid holidays
• Simple IRA for eligible employees
• Class A office space
• Stocked snack bar
• Company sponsored outings