IT Helpdesk Support

SGS Technologie; Franklin (NH); On-site; USD 45,000 - 65,000; Full time

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.

Skills

Windows 10/11

Microsoft 365 / Outlook

Active Directory / Entra ID

VPN / DNS / DHCP

ITSM ticketing (ServiceNow/Jira/Remedy

Customer service

Hardware troubleshooting

Tools

ServiceNow

Jira

Remedy

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 elevate 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.

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.