IT Technical Support Analyst II

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.