Help Desk

About the position

Client Technology Analyst (Desktop Support) – Entry Level | Onsite | Framingham, MA | 3-Month Contract Location: Framingham, MA (Onsite) Job Type: Contract (3 Months) Schedule: Full-Time (40 hours/week) Company: Sigma, Inc. Job Overview Sigma, Inc. is hiring a Client Technology Analyst (Desktop Support / Help Desk Technician) to provide Tier 1 IT support for faculty, staff, and students in a dynamic academic environment. This is an entry-level IT role ideal for candidates looking to build hands-on experience in technical support, customer service, and endpoint management . You will act as the first point of contact for IT issues, delivering support via in-person, phone, and ticketing systems (ServiceNow) . Key Responsibilities Technical Support (Tier 1 Help Desk) Provide desktop support for Windows and macOS systems Troubleshoot hardware, OS, and application issues Support Microsoft 365 (Outlook, Teams, OneDrive, Office apps) Assist with password resets, MFA, and account access issues Manage tickets using ServiceNow or similar ITSM tools Endpoint & Device Support Image, configure, and deploy laptops/desktops (Windows & Mac) Install and support software, printers, and peripherals Perform basic diagnostics and performance troubleshooting Assist with hardware setup, replacement, and asset tracking Customer Support & Communication Deliver excellent customer service to end users Document issues and resolutions clearly in ticketing systems Provide timely updates and set expectations with users Team & Operational Support Follow IT processes, documentation, and SLAs Support walk-up desk / onsite IT support shifts Collaborate with IT teams for escalations Contribute to knowledge base articles and process improvements Required Qualifications Associate's degree OR equivalent experience 0–2 years of experience in: IT Support / Help Desk / Desktop Support Customer service or technical support roles Basic knowledge of: Windows and/or macOS Microsoft Office / Microsoft 365 Hardware troubleshooting Strong communication and interpersonal skills Ability to work independently and in a team environment Preferred Qualifications Bachelor's degree in IT, Computer Science, or related field Experience in higher education or enterprise IT environments Familiarity with: ServiceNow or ITSM tools Endpoint management tools (SCCM, MECM, JAMF, Intune) Identity & Access Management (IAM) concepts CompTIA A+ or similar certification

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