Service Desk Technician II

Service Desk Technician (Contract)

Location:

New Braunfels, TX

Software Guidance & Assistance, Inc. (SGA) is seeking a Service Desk Technician for a contract assignment with a premier utility client.

This role provides Tier II IT support and troubleshooting, monitoring and resolving escalated Service Desk incidents and ticketing requests, collaborating with vendors, maintaining inventory, and delivering user training to ensure optimal system performance for employees, contractors, and other staff members.

• Troubleshoots and resolves end user hardware, software, and networking issues to ensure optimal performance.
• Diagnoses and resolves Tier II performance issues on user systems.
• Provides Tier II support for escalated issues from Tier I technicians.
• Installs, configures, and troubleshoots user systems (PCs, laptops, multifunction printers, tablets, smartphones, Windows operating systems, and software applications).
• Remediates user systems to remove malware, spyware, viruses, and related security threats.
• Diagnoses and resolves basic network connectivity issues.
• Supports migration projects through testing and deployment.
• Participates in user onboarding and off‑boarding, assisting with setup of new user hardware and deploying end‑user devices, and managing equipment returns.
• Provides user training in best practices for technology usage and security protocols as needed.
• Maintains high adherence to cybersecurity principles, ethics practices, and company policies.
• Travels to remote sites as needed to provide on‑site User Support.
• Participates in standby or on‑call rotation to meet deadlines or address emergencies as needed.
• Performs other duties or special projects as required or assigned.

• Bachelor’s degree and/or 4+ years of relevant professional experience.
• Driver’s license.
• Strong communication and collaboration skills.
• Relevant certifications required by the team or directed by management.

SGA is a women‑owned technology and resource solutions provider driven to stand out. Our mission is to solve big IT problems with a more personal, boutique approach. Each year we match consultants like you to more than 1,000 engagements. We value customer service, employee development, and quality and integrity in everything we do.

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 EEO page to request an accommodation or assistance regarding our policy.