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Service Desk Technician (Remote - Texas Only)
Sigma Information Group • Remote • Posted 3 days ago
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Remote • Full-time • Entry Level
Job Highlights
Using AI ⚡ to summarize the original job post
The Service Desk Technician at Sigma Information Group provides first-line support for client requests, including password resets, email access issues, and troubleshooting of Microsoft Office applications and device problems. This role involves working remotely with clients in Texas to resolve Tier 1 issues and requires strong communication skills, the ability to troubleshoot effectively, and a high level of organization.
Responsibilities
- Promptly 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 procedures
- Enter tickets for time spent on both client and Sigma (internal) work.
Qualifications
Required
- Prior experience handling multiple customers at an IT consultancy or MSP required
- Minimum 1 year of experience in general IT support
- Strong familiarity with Windows 10 and 11, Active Directory, and Office 365
- Capable of basic problem identification/escalation and providing technical support for 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 with an array of client personalities and has the necessary patience and understanding to work with frustrated end users
- Strong desire to build skill set through self-directed education and coursework that lead to desirable certifications
Full Job Description
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).
Responsibilities
Requirements
Benefits
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).
Responsibilities
- Promptly 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 procedures
- Enter tickets for time spent on both client and Sigma (internal) work.
Requirements
- Prior experience handling multiple customers at an IT consultancy or MSP required
- Minimum 1 year of experience in general IT support
- Strong familiarity with Windows 10 and 11, Active Directory, and Office 365
- Capable of basic problem identification/escalation and providing technical support for 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 with an array of client personalities and has the necessary patience and understanding to work with frustrated end users
- Strong desire to build skill set through self-directed education and coursework that lead to desirable certifications
Benefits
- Medical, dental, and vision insurance
- Life insurance
- Long-term disability
- Paid vacation
- Paid holidays
- Simple IRA (401K equivalent) for eligible employees
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