Help Desk Support

WHAT WE NEED:

Help Desk Support

Here at Sigma the Help Desk Support position is responsible for providing technical assistance and support related to computer systems, hardware, and software to end-users. The position will provide front line support and respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. The Help Desk Support is expected to possess strong problem-solving skills, in-depth knowledge of network and system protocols, and the ability to work efficiently in a fast-paced, dynamic environment.

Responsibilities:

• Provide first level contact for technical assistance and support to end users in resolving technical problems and issues with hardware and software.
• Respond to queries either in person or remotely and run diagnostic programs to identify issues.
• Isolate problems and implement solutions in a timely manner.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Management of Conference Room Audio-Visual equipment and ability to train end users on use of equipment.
• Perform USB Drive Management.
• Ensure that all ticket support requests are properly logged and tracked.
• Manage ticket system for tracking and prioritizing assignments and reporting on assignments.
• Share knowledge and expertise with other IT team members to enhance overall team competence.
• Recommend procedure modifications or improvements as needed.
• Ability to promptly identify, analyze and resolve issues reported by end-users or detected through monitoring systems.
• Minimize end user downtime by employing efficient troubleshooting techniques and ensuring timely issue escalation when needed.
• Complete Help Desk documentation in an accurate and timely manner
• Ensure proper recording, documentation, and closure of tickets.
• Maintain and update ticket system data and produce activity reports.
• Collaborate with other IT teams and stakeholders to ensure smooth project execution and minimal disruption to operations.
• Perform desktop updates for Windows and PC Drivers.
• Perform installations.
• Provide excellent customer services and technical support to end-users, maintaining a positive and professional attitude.
• Clearly communicate technical concepts to non-technical individuals and end-users in a user-friendly manner.
• Follow up with end-users, provide feedback and support to see problems through to resolution.
• Stay current with industry trends, emerging technologies, and best practices in help desk support.
• Pursue relevant certifications and training opportunities to enhance technical skills, soft skills, and knowledge base.
• Work collaboratively with other IT team members, sharing knowledge and expertise to improve the overall performance of the IT department.
• Participate in cross-functional projects as needed and contribute to the achievement of organizational goals.

WHO WE NEED:

• Degree in Computer Science, Information Technology, or related field.
• Certifications such as A+ and/or Network+
• Familiarity with Windows and Mac operating systems
• Working knowledge of help desk software, databases, and remote-control assistance
• 1 year experience in providing technical assistance and support to end users
• Ability to diagnose and solve technology problems in a timely and accurate manner
• Excellent communication skills, both verbal and written

WHO WE ARE:

Founded in 1987, Sigma is a professional multi-discipline engineering and design company that serves the petrochemical, fertilizer, and refining industries. Privately owned and operated by Engineers, Sigma's culture empowers employees and clients to choose relationships and projects that fit our values and ultimately act as an extension of our clients. Our technical resources provide unmatched quality in multi-discipline engineering and design, in-plant services, supplier quality inspections, field services, automation, procurement and expediting, construction management, and leadership training.

If you would like to see more of what Sigma is about visit our website at www.sigmaec.com.

• Ability to pass pre-employment drug/alcohol screening.


• Ability to pass background screening.


• Must be authorized to work in the United States