IT Technical Support Analyst II

Job Description

Job Description

Description:

IT Technical Support Analyst II (IT Help Desk)

Location : Perrysburg, OH

Are you an early-career IT professional looking to join a supportive, passionate team?

We have an attractive opportunity for you!

Sigma Technologies is a growing engineering and design firm with over 500 team members across 30+ states. For more than 25 years, our work for the power and telecommunications industries has helped accelerate and fortify positive impact in communities across the country. Our core values — Safety, Honesty, Truth, and Decency — fuel our culture. We are TeamSigma™.

**To learn more about working at Sigma, visit our careers page.

**If you do not have IT Help Desk or related experience, please refer to our other open positions:

**While we may list our openings in multiple locations, you only need to apply to one, as they are remote.

Please note: This position is expected to work Monday-Friday, 8:00 AM - 5:00 PM at our home office in Perrysburg, OH.

Position Description

Communicates with users to determine the nature of issues they encounter. Installs, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Assist in providing frontline technical support to internal users, ensuring the efficient and effective resolution of IT-related issues. Perform setups for new hires. Provides technical support to system users within the organization. Evaluates user needs, defines technical problems, and works with IT staff to determine solutions. Maintains documentation of IT infrastructure and troubleshooting procedures. Manages assets, stocks of equipment, components, client assets, licensing, etc. Escalates problems to appropriate levels or teams to achieve issue resolution. Maintains servers, networks, and access.

Essential Job Functions

• Provide timely and professional technical support to end-users via phone, email, chat or in-person, utilizing Help Desk tickets to track performance within established SLA’s. 
• Assist users with hardware and software issues, troubleshooting problems to resolution.
• Walk end-users through problem-solving processes and follow up to ensure successful resolution. 
• Collaborate with users and stakeholders to gather requirements and specifications for hardware, software, and system functionalities. 
• Analyze existing systems and processes to identify areas for improvement or optimization.
• Design and develop computer systems, programs, and prototypes according to user and system design specifications.
• Diagnose and escalate technical problems as needed. 
• Document and track issues in Help Desk, ensuring accurate and detailed information for future reference. 
• Collaborates with other IT professionals to deliver high-quality support and contributes to the overall functionality of the organization’s technology infrastructure. 
• Test and troubleshoot programs and systems to ensure functionality, reliability, and performance.  
• Perform routine maintenance tasks, updates, and patches to ensure system functionality and security. 
• Support, configure, maintain, and upgrade corporate networks and servers as needed to meet changing business requirements. 
• Setup user accounts, permissions, and passwords.
• Support installs or upgrades of software or devices. 
• Provide basic training to end-users on IT systems and applications. 
• Communicate technical information in a clear and understandable manner to non-technical users. 
• Keep users informed about the status of their requests and any relevant system updates. 
• Maintains parts inventory and logs all service/repair activity.
• Collaborate with cross-functional teams, including developers, engineers, and project managers, to achieve project objectives and deadlines.
• Performs other duties as assigned.

Education/Experience Requirements

• Education : Associate degree in Information Technology, Computer Science or related field, or an equivalent combination of education and experience.
• Experience : 7 or more years of experience supporting information technology services
• Basic networking understanding.
• Familiarity with cloud computing.
• Exposure to Cyber Security Best Practices.
• Excellent written and oral communication skills.
• Analytical and problem-solving skills to diagnose and resolve basic technical problems on desktop/laptop/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, Outlook
• Strong self-motivation with the ability to work independently.
• Flexibility to work overtime and weekends as requested and needed.
• Dependable transportation and valid driver’s license and insurance.
• Able to pass a background check/drug test/driving record check.
• Authorized to work in the United States
• Available to work in person during the “core” work hours of 8:00 a.m. to 5:00 p.m. during the week. Occasional evening and weekend work may be required as duties demand.

Physical Requirements:

• Must be able to endure frequent, lengthy periods of sedentary work and sit for prolonged periods of time.
• Must be able to utilize a computer keyboard, computer monitor, and telephone for prolonged periods of time.
• Must have the physical ability to perform activities such as preparing and analyzing data and figures, transcribing notes, and viewing a computer terminal; these activities require close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Must have the physical ability to express or exchange ideas by means of the spoken word and convey detailed or important spoken instructions to other workers accurately, often in a group setting.
• Must have the ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Must have the ability to pick up computer hardware (up to 30 pounds), physically setup workstations/network hardware, and plug devices into the network (bending down, reaching under desks, etc.)

This job advertisement should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of a job. The individual may be required to perform job-related responsibilities and tasks other than those stated in this description.

This advertisement does not constitute an employment agreement between Sigma and the employee and is subject to change by Sigma as the needs of the organization and/or the requirements of the function change.

Pay is commensurate with experience and education. Sigma is an equal opportunity employer and will not discriminate based on an employee’s race, color, gender, sexual preference, gender identity, age, religion, national origin, disability, genetic information, veteran/military status, or any other classification protected by law.