IT Helpdesk Specialist — Windows & Network Support

SGS Technologie; Franklin (NH); On-site; USD 42,000 - 54,000; 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-related incidents in a Windows enterprise environment. The ideal candidate should have strong customer service skills, troubleshooting ability, and experience supporting users in a corporate IT setting.

The role emphasizes Level 1/2 support via phone, email, chat, and ticketing systems,

Qualifications

• 1–3+ years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support.
• Strong knowledge of Windows 10/11, Microsoft Office/Microsoft 365, Outlook, Teams, and common business applications
• Experience troubleshooting PCs, laptops, printers, mobile devices, and peripherals
• Familiarity with Active Directory/Azure AD (Entra ID), user accounts, permissions, and password management.
• Basic understanding of TCP/IP, DNS, DHCP, VPN, Wi‑Fi, and network troubleshooting
• Experience using an IT ticketing/ITSM platform such as ServiceNow, Jira, Remedy, or similar.
• Strong verbal and written communication skills.
• Excellent customer service, problem-solving, and time-management skills.

Responsibilities

• Provide Level 1/Level 2 technical support to end users via phone, email, chat, and ticketing systems.
• Troubleshoot issues related to Windows desktops/laptops, applications, printers, peripherals, and network connectivity.
• Install, configure, and maintain computer hardware, software, and related equipment.
• Create, update, prioritize, and resolve incidents and service requests through an ITSM/ticketing system.
• Assist users with password resets, account access, MFA, VPN, email, and application issues.
• Support onboarding and offboarding activities, including user account setup, equipment provisioning, and access changes.
• Diagnose basic LAN/Wi‑Fi, VPN, DNS, and connectivity issues and escalate complex problems to appropriate technical teams.
• Maintain accurate documentation of troubleshooting steps, resolutions, and knowledge articles.
• Follow established ITIL/service desk processes, security policies, and escalation procedures.
• Monitor assigned tickets and ensure issues are resolved within established SLA timelines.
• Provide excellent customer service and communicate technical solutions clearly to non-technical users.
• Assist with hardware inventory, software deployments, system upgrades, and other IT support projects as needed.

Skills

Level 1/Level 2 support

Customer service

Troubleshooting

Communication skills

Tools

Windows 10/11

Microsoft 365 (Outlook/Teams)

AD/Azure AD

ITSM tools (ServiceNow/Jira/Remedy)

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-related incidents in a Windows enterprise environment. The ideal candidate should have strong customer service skills, troubleshooting ability, and experience supporting users in a corporate IT setting.

The role emphasizes Level 1/2 support via phone, email, chat, and ticketing systems,