IT Helpdesk Pro: L1/L2 Windows Support & Onboarding

SGS Technologie; Massachusetts; On-site; USD 55,000 - 75,000; Full time

Job summary

SGS Technologies is seeking an IT Helpdesk Support Specialist to provide first-level technical support to employees, troubleshoot hardware and software issues, and ensure timely resolution of IT incidents and service requests. The ideal candidate should have strong customer service, troubleshooting ability, and experience supporting users in a Windows/enterprise environment.

The role requires effective communication, prompt issue resolution, and adherence to ITIL/service desk processes while

Qualifications

• 1–3+ years of IT Helpdesk/Support experience.
• Strong knowledge of Windows 10/11, Microsoft 365 apps, Outlook, Teams.
• Experience troubleshooting PCs, laptops, printers, and mobile devices.
• Familiarity with Active Directory/Azure AD and password management.
• Basic understanding of TCP/IP, DNS, DHCP, VPN, and Wi‑Fi.
• Experience using ITSM platforms like ServiceNow, Jira, or Remedy.
• Strong verbal and written communication, customer service, and time management.

Responsibilities

• Provide Level 1/2 technical support to end users via multiple channels.
• Troubleshoot Windows desktops, applications, printers, peripherals, and connectivity.
• Install, configure, and maintain hardware, software, and equipment.
• Create, update, and resolve incidents through an ITSM system.
• Assist users with password resets, MFA, VPN, email, and app issues.
• Support onboarding and offboarding activities and equipment provisioning.
• Diagnose LAN/Wi‑Fi, VPN, DNS issues and escalate complex problems.
• Document troubleshooting steps and knowledge articles.
• Follow ITIL/service desk processes and escalation procedures.
• Monitor tickets to ensure SLA timelines are met.

Skills

Customer service

Troubleshooting

Communication

Time management

Team collaboration

Tools

ServiceNow

Jira

Remedy

Azure AD/Entra ID

Job description

SGS Technologies is seeking an IT Helpdesk Support Specialist to provide first-level technical support to employees, troubleshoot hardware and software issues, and ensure timely resolution of IT incidents and service requests. The ideal candidate should have strong customer service, troubleshooting ability, and experience supporting users in a Windows/enterprise environment.

The role requires effective communication, prompt issue resolution, and adherence to ITIL/service desk processes while