Help Desk

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