IT Helpdesk Support - LOCALS ONLY

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, 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.

ONLY GREEN CARD AND US CITIZENS WILL BE CONSIDERED FOR THIS ROLE!

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.