Service Desk Support Specialist

1 month ago


Austin, Texas, United States Sigma Information Group Inc Full time
Job Summary

As a Service Desk Technician at Sigma Information Group Inc, you will play a critical role in supporting our consulting teams by providing first-line technical support to clients. This includes troubleshooting and resolving Tier 1 issues, such as password resets, email access problems, and device issues.

Key Responsibilities
  • Provide prompt and effective support to clients via email, ticket, or phone.
  • Determine the severity and priority of issues and escalate them to other team members as needed.
  • Communicate the status and state of various ticket queues to clients and team members.
  • Configure and set up client workstations and laptops for delivery.
  • Update client documentation and procedures.
  • Enter tickets for time spent on client and 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.
  • 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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