Technical Support Specialist

Software Guidance & Assistance, Inc., (SGA), is searching for a Technical Support Specialist for a contract assignment with one of our premier manufacturing clients in Oshkosh, WI .

Responsible for supporting enterprise organization information technology requests, incident management, and outages. Appropriately route problems to the correct point of contact for immediate resolution or further escalation. Ensure customer satisfaction and operational excellence across enterprise end users.

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.

Required Skills:

• 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 Skills:

• Bachelor's degree in information technology or related field.

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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