Remote Customer Service IT Support Representative

Job Title: Remote Customer Service IT Support Representative
Location: Boston, MA (Remote)
Job Type: 3-Month Contract
Schedule: Monday – Friday | 8:45 AM – 5:00 PM

Company: Sigma Inc.
Sigma Inc. is currently seeking a Remote Customer Service IT Support Representative to support the Massachusetts Department of Early Education and Care (EEC). This role provides Tier 1 IT customer support to agency staff and stakeholders while helping maintain efficient user access and system functionality.

The Customer Service IT Support Representative will provide administrative and technical support for user account requests, system access, and Learning Management System (LMS) assistance. The role focuses on responding to support tickets, assisting users with account setup, and delivering excellent customer service to educators and agency stakeholders.

This is a remote contract opportunity supporting a Massachusetts state agency dedicated to improving early education and care services across the Commonwealth.

• Triage and manage incoming IT support requests in Service Now related to account setup and system access.

• Follow up on support tickets through Service Now updates, email, or outbound phone calls to gather information and resolve user issues.

• Assist with user account setup, account merging, and Single Sign-On (SSO) support within agency systems.

• Provide support for the Learning Management System (LMS), including course enrollment and basic troubleshooting.

• Conduct outbound calls through the Background Record Check Contact Center IVR system to assist educators with support requests.

• Maintain accurate records of support activities and user interactions.

• Protect confidential information and ensure compliance with agency policies.

• Collaborate with internal teams to ensure smooth resolution of user support requests.

• Strong customer service and technical support skills.

• Ability to follow written and verbal instructions accurately.

• Strong attention to detail, organization, and documentation skills.

• Ability to maintain confidentiality when handling sensitive information.

• Comfortable working with IT systems, ticketing platforms, and user account management tools.

• Proficiency with Microsoft Office (Word, Excel, Outlook).

• Ability to manage multiple tasks and support requests simultaneously.

• Experience providing IT Help Desk or Tier 1 technical support.

• Familiarity with Service Now or similar IT ticketing systems.

• Experience supporting Learning Management Systems (LMS).

• Knowledge of state government systems or processes.

• Bilingual language skills are a plus; experience using translation tools such as Google Translate or telephonic translation services is helpful.

• 100% Remote position

• Standard business hours Monday through Friday (8:45 AM – 5:00 PM)

• Collaborative team environment supporting educators and early education professionals across Massachusetts.