What are the responsibilities and job description for the IT Helpdesk Support position at SGS Technologie?
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 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.
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.