Service Desk Agent

SGS Consulting; Clifton (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

SGS Consulting in Texas is seeking a proactive Help Desk Technician to support clinicians and internal staff with MacOS/Windows devices, Apple iOS/iPad, and related peripherals. You will use ticketing systems to resolve issues, coordinate hardware fulfillment, and escalate when needed.

The role requires 3–5 years of experience, a High School Diploma, strong customer service, and the flexibility to work overtime, weekends, and holidays as required.

Qualifications

• 3–5 years of Service Desk/HelpDesk experience
• Strong customer service skills (written and verbal)
• High School Diploma or equivalent

Responsibilities

• Provide Service Desk/HelpDesk support with a customer-first mindset.
• Support Apple iOS/iPad, Windows 10/11 hardware, and related devices.
• Resolve MacOS, Windows OS devices, Dell peripherals, and Logitech webcams for internal Health employees.
• Coordinate hardware fulfillment requests for laptops, tablets/IPads, and PC peripherals.
• Escalate and manage tickets transferred to other departments.
• Keep customers and ticket documentation up to date.
• Commit to overtime, weekend, and holiday work when required.

Skills

Ticketing support

Apple iOS support

MacOS/Windows devices

Hardware fulfillment

Ticket escalation

Documentation

Overtime availability

Education

High School Diploma

Tools

Help Desk software

Job description

Job Responsibilities:

• 3 to 5 years of successful work with Service Desk or HelpDesk Support
• ‘Customer First’ Mindset and Collaborative
• Experience supporting Apple iOS and iPad hardware, Window 10/11 and hardware
• Experience with web-based applications and mobile device management tools (Google Workspace, Slack, MaaS360, Workspace One)
• Proven analytical and problem-solving abilities
• Experience with Help Desk ticketing systems
• Strong customer service skills (Written and verbal)

Skills:

• Customer engagement via ticketing system, inbound and outbound, and email channels
• Resolve Apple iPad, iOS, and Signify application support for Clinicians.
• Resolve MacOS, Windows OS devices, Dell Peripherals, and Logitech webcams for internal Health employees
• Respond, coordinate, and monitor hardware fulfillment requests for laptops, tablets/ipads, and PC peripherals (Monitor, Keyboard, Mice, Webcams)
• Escalate and manage tickets transferred to other departments
• Keep customers/end users and ticket documentation up to date
• Ability to work occasional overtime, weekend, and holidays

Education/Experience:

• High School Diploma or equivalent.