Service Desk Technician

Sigma Information Group • Austin, TX

6d • Onsite

About The Position

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).

Requirements

• Minimum 1 year of experience in general IT support
• Strong familiarity with Windows 10, 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
• Physically capable of picking up and moving computer hardware
• Strong desire to build skill set through self-directed education and coursework that lead to desirable certifications

Nice To Haves

• Prior experience handling multiple customers at an IT consultancy or MSP is a big plus
• Occasional onsite travel to client locations possible

Responsibilities

• Promptly acknowledges incoming email and tickets.
• Answers incoming calls and replies to any voicemails.
• Determines the 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 status and state of various ticket queues.
• Sets up and configures 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed