IT Helpdesk Support

SGS Technologie Pvt Ltd.; Export (PA); On-site; USD 45,000 - 65,000; Full time

Job summary

SGS Technologies in the United States is seeking an IT Helpdesk Support Specialist to deliver first-line technical support to employees, troubleshoot hardware and software issues, and ensure timely incident resolution.

You will use ITSM tools (ServiceNow/Jira/Remedy), support Windows 10/11, Office 365, VPN, MFA, and onboarding/offboarding tasks, while communicating clearly with non-technical users and adhering to ITIL processes.

Qualifications

• 1–3+ years of experience in IT Helpdesk or Desktop Support.
• Strong knowledge of Windows 10/11 and Microsoft Office/M365.
• Experience troubleshooting PCs, printers, and network peripherals.
• Familiarity with AD/AAD (Entra ID) and password management.
• Experience using ITSM/ticketing platforms (ServiceNow, Jira, Remedy).

Responsibilities

• Provide Level 1/2 technical support to end users via phone, email, chat, and ticketing systems.
• Troubleshoot Windows desktops/laptops, applications, printers, and network connectivity.
• Install, configure, and maintain computer hardware and software.
• Create, update, and resolve incidents through an ITSM system.
• Assist with onboarding/offboarding and access changes.
• Document troubleshooting steps and resolutions; follow ITIL processes.

Skills

Windows support

Customer service

Communication

Time management

ITIL

Education

None

Tools

ServiceNow

Jira

Remedy

Active Directory

Job description

SGS Technologies, we are a software development and staffing company that doesn’t simply talk services – we accomplish them. With two decades of experience, we use a combination of latest technological knowledge, future-driven ideas, and specialized skills for multiple forms of IT requirements.

Job Description:

Job Summary

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

Key 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 …
• 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.

Required 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.