IT Technical Support Analyst II

Sigma Technologies•Perrysburg, OH

9h•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 position is based at the company’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. The analyst communicates with users to identify issues, troubleshoots and repairs computer systems and peripherals, supports new-hire setups, manages user accounts and IT assets, maintains documentation, and escalates issues to the appropriate teams. The role also supports corporate networks and servers, performs routine maintenance and updates, assists with software and device installations, and provides basic end-user training. 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 issues 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; occasional evening and weekend work may be required as duties demand.
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.
Ability to work in person during core weekday hours of 8:00 a.m. to 5:00 p.m.
Ability to sit and perform sedentary work for frequent, lengthy periods and use a computer keyboard, monitor, and telephone for prolonged periods.
Visual abilities including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
Ability to communicate spoken ideas and instructions and receive detailed information through oral communication.
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, using Help Desk tickets to track work within established SLAs.
Assist users with hardware and software issues, troubleshoot problems, guide users through solutions, and follow up to confirm successful resolution.
Gather user and stakeholder requirements for hardware, software, and system functionality, and analyze existing systems and processes for improvement opportunities.
Design and develop computer systems, programs, and prototypes according to user and system design specifications.
Diagnose technical problems, escalate issues as needed, and document and track issues in the Help Desk system.
Collaborate with IT professionals and cross-functional teams to support 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 needed.
Set up user accounts, permissions, and passwords; assist with software and device installations or upgrades.
Perform new-hire setups and install, troubleshoot, and repair computer systems, hardware, and peripherals.
Provide basic training on IT systems and applications, communicate technical information clearly, and keep users informed about request status and system updates.
Maintain IT infrastructure and troubleshooting documentation, manage equipment and licensing assets, and maintain parts inventory and service/repair logs.
Perform other duties as assigned.