Helpdesk Tech

Position Summary

Helpdesk Tech I coordinates, diagnoses, and troubleshoots incoming employee calls. Provides technical support for desktop, laptop, and network services for local employees and remote users, aiming for first contact resolution and timely escalation when needed.

• Provide first‑level support for all Service Desk requests using tools such as Softphone, Manage Engine (ticketing system), Outlook, Microsoft Teams, and Remote Desktop.
• Create, assign, track, and triage helpdesk tickets to ensure prompt and satisfactory resolution.
• Assist with Active Directory account management (new hires, terminations, password changes, unlocking accounts, assigning organizational units, and custom grouping policies).
• Install, support, and troubleshoot licensed and internal software/hardware, including Microsoft applications, Adobe products, and VPN clients.
• Maintain printers, mobile devices, and other peripheral equipment; coordinate repairs and inventory management for PC supplies.
• Train and guide users on basic functions such as email, remote access, file management, and network connectivity.
• Participate in rotating overnight on‑call duties and special projects such as technical work, documentation, statistical data gathering, and metrics reporting in collaboration with internal IT teams.
• Develop, document, and implement standard operating procedures and customer service guidelines for IT support.

• 1‑3 years of experience providing first‑level support in a help‑desk environment.
• Strong troubleshooting skills with a customer‑service orientation.
• Basic understanding of LAN/WAN networks and ability to analyze PC‑to‑network connectivity issues.
• Excellent interpersonal, verbal, and written communication skills; ability to work effectively in a team environment.
• Capable of managing tasks and objectives with limited supervision.
• Willingness to travel, work after hours, and weekends as required.
• Good technical writing skills and attention to detail.

CCNA, A+, Network+, or similar certifications are desirable.

High School diploma or vocational program. A college degree is preferred, particularly in Computer Information Systems or Management Information Systems.

Regularly required to sit, stand, walk, bend, use hands, operate a computer, and maintain specific vision abilities for close and distance vision, including adjusting focus while working with computer and business equipment.

SG is an Equal Opportunity Employer and does not discriminate against applicants based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability. All qualified applicants receive consideration for employment regardless of protected characteristics.