IT Technical Support Analyst II

Sigma Technologies•Perrysburg, OH

7h•Onsite

About The Position

Sigma Technologies is hiring an IT Technical Support Analyst II to provide frontline technical support to internal users and help maintain the organization’s technology infrastructure. The role communicates with users to identify issues; installs, troubleshoots, and repairs computer systems, hardware, and peripherals; performs new-hire setups; and supports users with IT-related problems. It evaluates user needs, defines technical problems, works with IT staff on solutions, documents infrastructure and troubleshooting procedures, manages equipment and licensing assets, escalates issues, and maintains servers, networks, and access. The position supports end users through phone, email, chat, or in-person service, using Help Desk tickets to track requests and performance against service-level agreements. It also involves troubleshooting hardware and software, documenting and following up on issues, helping design and test systems and programs, maintaining and upgrading networks and servers, managing user accounts and permissions, providing basic user training, and coordinating with IT and cross-functional colleagues. The role is based at Sigma’s home office in Perrysburg, Ohio, and is expected to work in person Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional evening, weekend, and overtime work may be required. Pay is commensurate with experience and education.

Requirements

Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
Seven or more years of experience supporting information technology services.
Basic understanding of networking.
Familiarity with cloud computing.
Exposure to cybersecurity best practices.
Excellent written and oral communication skills.
Analytical and problem-solving skills to diagnose and resolve basic technical problems on desktop, laptop, and mobile devices.
Ability to think critically and adapt to changing situations.
Ability to work collaboratively in a team environment.
Strong skills in Microsoft applications, especially Word, Excel, and Outlook.
Strong self-motivation and ability to work independently.
Flexibility to work overtime and weekends as requested and needed.
Dependable transportation, a valid driver’s license, and insurance.
Ability to pass a background check, drug test, and driving record check.
Authorization to work in the United States.
Availability to work in person during weekday core hours of 8:00 a.m. to 5:00 p.m.; occasional evening and weekend work may be required.
Ability to endure frequent, lengthy sedentary work and sit for prolonged periods.
Ability to use a computer keyboard, monitor, and telephone for prolonged periods.
Visual abilities required for computer-based work, including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
Ability to communicate spoken ideas and convey detailed instructions accurately, including in group settings.
Ability to receive detailed information orally and distinguish sounds.
Ability to lift computer hardware weighing up to 30 pounds and physically set up workstations and network hardware, including bending and reaching under desks.

Responsibilities

Provide timely, professional technical support to end users by phone, email, chat, or in person, and track work in Help Desk tickets against established SLAs.
Troubleshoot hardware and software issues and guide users through problem-solving, following up to confirm resolution.
Gather requirements and specifications from users and stakeholders for hardware, software, and system functionality.
Analyze existing systems and processes for improvement or optimization.
Design and develop computer systems, programs, and prototypes to user and system specifications.
Diagnose technical problems and escalate them to appropriate teams or levels when needed.
Document and track Help Desk issues accurately for future reference.
Collaborate with IT professionals and cross-functional colleagues to support the organization’s technology infrastructure and achieve project objectives and deadlines.
Test and troubleshoot programs and systems for functionality, reliability, and performance.
Perform routine maintenance, updates, and patches to support system functionality and security.
Support, configure, maintain, and upgrade corporate networks and servers as business requirements change.
Set up user accounts, permissions, and passwords.
Support software and device installations and upgrades.
Provide basic training on IT systems and applications, and communicate technical information clearly to non-technical users.
Keep users informed about request status and relevant system updates.
Maintain parts inventory and log service and repair activity.
Perform new-hire setups and manage equipment, components, client assets, and licensing.
Perform other duties as assigned.