JOB SUMMARY
Sigma is seeking an Onsite IT Support Technician contractor to serve as the in-person technology resource at one of our client sites. In this role, you will provide hands-on troubleshooting, hardware/software support, and day-to-day technical assistance to end users, including executive leadership, backed by our remote help desk and senior engineering teams, who will provide guidance, handle complex escalations, and support your continued growth. This is a great opportunity for someone with 3+ years of IT support experience who is ready to step into a client-facing role and build their technical skills.
RESPONSIBILITIES
- Provide in-person, first-line technical support to client employees for hardware, software, network, and peripheral issues
- Provide responsive, discreet support to executives and senior leaders, including prioritized handling of their issues
- Set up, configure, and deploy workstations, laptops, monitors, printers, and mobile devices, following Sigma’s standard procedures and checklists
- Assist with onboarding/offboarding IT logistics (equipment provisioning, account setup, deprovisioning), including higher volume periods during company growth
- Perform basic identity administration tasks in Active Directory and/or Microsoft Entra ID (password resets, account unlocks, MFA support, group membership changes) as authorized
- Enroll and support devices in the client’s mobile device management platform
- Perform initial troubleshooting of network connectivity issues (Wi-Fi, VPN, wired connections) and escalate to the remote engineering team as needed
- Maintain inventory of IT assets (laptops, loaners, peripherals) at the client site, including accurate records in the asset management system, reconciliation on a defined schedule, and chain of custody and data sanitization procedures for retired, lost, or returned devices
- Coordinate with Sigma’s remote NOC/helpdesk team on ticket status, escalations, and recurring issues
- Support AV/conference room technology for meetings and events, including board and executive meetings, as needed
- Uphold client security policies and data handling procedures at all times, including the protection of confidential and material nonpublic information
- Follow client change control and documentation expectations for any GxP or validated systems, escalating rather than making changes outside approved procedures
- Serve as the day-to-day point of contact between the client’s staff and Sigma’s broader technical teams
- Document issues, resolutions, and troubleshooting steps clearly in the ticketing system, meeting Sigma’s documentation standards and agreed response and resolution targets
- Continue developing technical skills through training, documentation, and guidance from senior team members
REQUIRED QUALIFICATIONS
- 3 or more years of experience in an IT support, helpdesk, or desktop support role
- Strong customer service and communication skills, comfortable working directly with non-technical end users and senior executives
- Working knowledge of Windows OS environments; iOS for Apple devices
- Familiarity with Active Directory, Microsoft Entra ID, and Microsoft 365 (e.g., password resets, account setup, license assignment)
- Basic understanding of networking concepts (DHCP, DNS, VPN, Wi-Fi troubleshooting)
- Ability to lift/move IT equipment (up to 50 lbs) and work in server/closet spaces as needed
- Eagerness to learn, willingness to take direction, and good judgment about when to escalate an issue
- Reliable, professional, and able to represent Sigma well while working full time at a client’s off
- Ability to pass a background check and sign a client confidentiality agreemeNT
PREFERRED QUALIFICATIONS
- CompTIA A+ or Network+, or Microsoft certifications such as MD-102 or MS-900
- Experience supporting users in a pharmaceutical, biotech, or other regulated environment
- Experience with Microsoft Intune or another MDM platform
WORK ENVIRONMENT
- This position is based onsite at the client's office location in Yardley, PA
- Standard business hours with occasional flexibility needed for early morning setups, after-hours maintenance, or planned outages
- Contracted by Sigma Information Group, not the client
- Reports to a designated Sigma supervisor; day-to-day priorities are set by client IT leadership through Sigma
- Supported by Sigma's remote Help Desk and a named senior employee for escalation, with defined escalation response times.