Software Guidance & Assistance, Inc. (SGA, Inc.) · 18 hours ago
Technical Support Specialist
Software Guidance & Assistance, Inc. is a technology and resource solutions provider seeking a Technical Support Specialist for a contract assignment. The role involves supporting enterprise IT requests, managing incidents, and ensuring customer satisfaction across end users.
Human ResourcesInformation TechnologyStaffing Agency
Responsibilities
Providing day-to-day operational support and troubleshooting for the end user support ecosystem using appropriate standards for installation, configuration, response time, and ensure customer support excellence
Working on small projects and operational tasks
Intimate knowledge of the ITIL process, ticket resolution, and stakeholder response
Enhance technical knowledge and capabilities through training, understanding technical/organizational direction, and cross-training
Support and troubleshoot software applications on desktop and laptop computers, including basic to advanced operations and general computer use
Foundational troubleshooting network and connection issues for AV equipment, OT gear, and telephony (Cisco/Avaya)
Document user requests and actions in ServiceNow ticketing system
Foundational troubleshooting client device break-fix, IMAC, imaging, and incident response support (PC, laptop, iPad, USB encryption, etc.)
Directly engage stakeholders on incident response and event management escalations through timely response and excellent customer support
Contribute to helpdesk SOPs and training manuals for level I and II support
Utilize office product suites, including M365 cloud applications (Word, Excel, PowerPoint, Outlook, OneDrive, Teams, etc.)
Other duties as assigned
Regular attendance is required
Qualification
Required
Two (2) or more years of experience in the field or in a related area
Hardware, operating systems, ITSM, ITIL
Written and verbal communication skills, customer service, issue resolution, and problem solving
Preferred
Bachelor's degree in information technology or 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.
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 StageCompany data provided by crunchbase