Helpdesk Pro: Windows & VPN Support Specialist

SGS Technologie

Franklin (NH)

On-site

USD 45,000 - 65,000

Full time

4 days ago

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Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

SGS Technologies is seeking an IT Helpdesk Support Specialist to deliver first-level technical support to employees in a Windows/enterprise environment. You will troubleshoot hardware and software issues, resolve incidents, and ensure timely service requests are closed.

The ideal candidate has 1–3+ years in helpdesk, strong customer service, experience with AD/Entra ID, Office 365, VPN, and ITSM tools, and can communicate technical solutions clearly while maintaining documentation and

Qualifications

1–3+ years of experience in IT Helpdesk/Service Desk.
Strong knowledge of Windows 10/11 and Microsoft 365 apps.
Experience troubleshooting PCs, printers, and peripherals.
Familiarity with Active Directory/Azure AD (Entra ID) and password management.
Basic understanding of TCP/IP, DNS, DHCP, VPN, and Wi‑Fi.
Experience using ITSM platforms such as ServiceNow, Jira, Remedy.
Excellent verbal and written communication and strong customer service.

Responsibilities

Provide Level 1/2 IT support via phone, email, chat, and ticketing systems.
Troubleshoot Windows desktops/laptops, printers, peripherals, and network connectivity.
Install, configure, and maintain hardware and software.
Create, update, prioritize, and resolve incidents and service requests in an ITSM system.
Assist users with password resets, MFA, VPN, email, and app issues.
Support onboarding/offboarding and access changes.
Diagnose basic network issues and escalate complex problems.
Document troubleshooting steps and knowledge articles.
Follow ITIL processes and security policies; meet SLA timelines.
Support deployments and system upgrades as needed.