Software Guidance & Assistance, Inc. (SGA, Inc.) · 3 months ago
IT Technical Support
Tampa, FL
Full-time
Onsite
Senior Level
$45/hr - $53/hr
5+ years expSoftware Guidance & Assistance, Inc. (SGA) is searching for an IT Technical Support for a contract assignment with one of their premier financial services clients in Tampa, FL. The role involves managing service levels for the US Information Technology Helpdesk, addressing technical support requests, and ensuring accurate documentation of support tickets.
Information TechnologyStaffing Agency
Responsibilities
Manage service levels to guarantee the overall success of the US Information Technology Helpdesk, which provides the intake, resolution or assignment of technical requests and trouble tickets for the organization's US staff
Ensure all technical support requests are addressed within an acceptable time objective
Ensure all support requests are memorialized in a Service Now ticket. The information in the ticket must be accurate and complete
Escalate issues for critical teams, executives, and departments with specialized needs
Participate in technical support requests
Look for trends. Identify high-volume ticket types and present them to the engineering teams so they can design solutions to reduce call volume
Identify repeat issues or issues affecting multiple users or sites to provide advanced warning of large-scale problems
Respond to incoming help requests from end users via telephone, Service Now tickets, MS Teams chats and email in a professional, courteous, effective, and efficient manner
Adhere to established information security standards and procedures
Qualification
Required
5 years of current hands-on IT support experience
Skill Requirements: MS Office, Windows 11, Service Now, Bomgar, Virtual Desktops, Apple MacOS, Apple Mobile Devices, Cisco Video Conferencing, IDF/MDF management, Networking, Trade Floor Support, IT Asset Management, Remote Support
Experience supporting financial firms OR large, highly regulated companies
Ability to provide support to staff, including executives
Ability to prioritize high-risk issues
Periodically work nights and weekends as needed
An undergraduate degree in computer science or a related field
Company
Software Guidance & Assistance, Inc. (SGA, Inc.)
For more than 40 years, SGA has delivered technology and resource solutions that Fortune 500 organizations, mid-size companies, state and local governments, and higher education institutions rely on to achieve their goals/missions.
201-500 employees
H1B Sponsorship
Software Guidance & Assistance, Inc. (SGA, Inc.) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (19)
2022 (25)
2021 (41)
2020 (44)
Funding
Current Stage
Growth StageLeadership Team
Peter Taylor
CEO
Andrew Gallagher - CCWP
Senior Vice President - Strategic Partnerships
Company data provided by crunchbase