Service Desk Technician II

Software Guidance & Assistance, Inc., (SGA), is searching for an Service Desk Technician for a Contract assignment with one of our premier Utility clients in New Braunfels, TX. .

Position Overview:
This role is responsible for providing Tier II IT support and troubleshooting functions to ensure timely resolution of IT services that support essential business functions of our client. The Service Desk Technician II is primarily responsible for monitoring and resolving escalated Service Desk incidents/ticketing requests, collaborating with vendors, maintaining inventory, and delivering user training to ensure optimal system performance for employees, contractors, and other staff members.

Key Responsibilities:

• Troubleshoots and resolves end user hardware, software and networking issues to ensure optimal performance.
• Diagnoses and resolves Tier II performance issues on user systems.
• Provides Tier II support for escalated issues from Tier I technicians Install, Configure, and Troubleshoot user systems (PC's, Laptops, Multifunction Printers, Tablets, Smartphones, Windows Operating Systems, and Software applications).
• Works with outside consultants and vendors to resolve IT issues.
• Installs, configures, and troubleshoots user systems (PC's, Laptops, Multifunction Printers, Tablets, Smartphones, Windows Operating Systems, and Software applications).
• Remediates user systems to remove malware, spyware, viruses, etc.
• Diagnoses and resolves basic network connectivity issues.
• Supports migration projects through testing and deployment.
• Participated in user onboarding and offboarding by assisting with setup of new user hardware and deploying end user devices, as well as managing equipment returns.
• Provides user training in best practices for technology usage and security protocols as needed.
• Maintains high level of adherence to cybersecurity principles, ethics practices, and company policies.
• Travels to remote sites as needed to provide on-site User Support.
• Required to participate in standby or on-call rotation to meet deadlines or address emergencies as needed.
• Performs other duties or special projects as required or assigned.

Minimum Qualifications:

• Bachelor's degree and/or 4 years of relevant professional experience.
• Has Driver's License.
• Strong communication and collaboration skills.
• Holds relevant certifications required for the team's need or directed by management.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

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