Description

IT Help Desk Technician

Perrysburg, OH 43551

Are you searching for a company that not only challenges you but also makes a real difference for millions of people? Sigma employees work closely with our nation’s utilities every day, doing the field, drafting, and design work needed to build, maintain, and improve the country’s telecommunications and power networks. We are looking for confident, hard-working people who like hands-on learning. If you want to work in a supportive team environment based on strong values, visit our webpage to learn more about us. If Sigma sounds like a fit and you think you are up to the challenge, apply with us!

We work hard to offer our associates comprehensive and affordable benefits to help them stay healthy, happy, and secure including:

• Consumer-directed health plans, including both low deductible and high deductible options and a Health Savings Account (HSA). Depending on the plan the company may contribute up to 80% of the plan premium
• Dental & Vision Plans
• Company-paid life insurance
• Voluntary Short-Term Disability
• Long-Term Disability
• Life Insurance
• 401(k) Plan with matching contributions up to 5% of salary
• Six Paid Holidays
• Paid Vacation and Personal Time Off
• Education and Professional Licensing Assistance Programs

Position Description:

Provides Tier 1 support to internal customers via phone, email, and computer chat, using technical knowledge and company resources to diagnose and resolve basic computer, application, system, device, access, or performance issues. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents incidents using help desk systems or tools. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or reset passwords. 

Please note: 

• This position is initially required to be in the office 5-days per week but may offer the potential to work a hybrid WFH schedule in the future.
• Targeted work schedule: M-F from 9 AM - 6 PM or 10 AM - 7 PM 

The IT Technician: 

• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email, and computer chat
• Provide customer assistance
• Document customer interactions
• Run diagnostics to resolve customer-reported issues
• Escalate issues to the next Tier based on the level of difficulty
• Install, make changes, and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved

Requirements

• Education Requirements – High School Diploma or equivalent is required. An Associate Degree or higher is preferred. Management may consider other education to be acceptable for appointment to this position.
• Experience Requirements - 2 years of experience working in a help desk environment. Management may consider other work experience to be acceptable for appointment to this position.
• Proficient with IOS, Windows, and Android devices
• Excellent written and oral communication skills
• Highly organized
• Ability to diagnose and resolve basic technical problems on desktop/laptop/mobile devices
• Detail oriented
• Able to work during the business hours of Monday – Friday from 9 AM – 6 PM OR 10 AM - 7 PM Eastern Time
• Available to work overtime if needed
• Dependable transportation and valid driver’s license and insurance
• Able to pass a background check/drug test/driving record check
• Computer literate – especially Microsoft Word, Excel, Outlook
• Authorized to work in the United States

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 the 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.

This job description 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 document 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.

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