Service Desk Technician

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 

• 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. 

Requirements 

• Minimum 1 year of experience in general IT support 


• Prior experience handling multiple customers at an IT consultancy or MSP is a big plus 


• 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 


• Occasional onsite travel to client locations possible


• 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 for eligible employees


• Stocked snack bar


• Company-sponsored outings