Desktop Support Engineer; Dispatch​/Part-Time Billerica, -Massachusetts

Axiom Technologies is a global IT services partner supporting medium to large‑scale enterprises. Please visit our website for more information about what we do at

We are looking for a Desktop Support Engineer to coordinate, ranging from simple activities to more complex plans. This role will provide on‑site assistance to end‑users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Location: Billerica, Massachusetts, USA
Contract Type: Independent Contractor / Dispatch / Part‑Time
Start Date: Immediate
Eligibility: U.S. Citizens and Green Card Holders Preferred

• 3+ years of strong experience providing IT infrastructure field support, including troubleshooting hardware, software, and operating system issues and problems and fixing issues without impacting hardware warranty or violating customer security compliance requirements.
• Constantly monitor the individual queue to resolve routine and non‑routine desktop issues and requests.
• Escalate issues as appropriate and act as a technical escalation for the end user.
• Maintain a high level of customer satisfaction.
• Comply with the desktop group practices and procedures.
• Update Service Now and other data repositories (e.g., knowledge base) in a timely manner.
• Identify technical and process issues and recommend improvements.
• Achieve target ticket volumes and ticket resolution levels.
• Responsible for compliance with applicable corporate policies and procedures.
• Maintain productive relationships with peers and management in IT and with clients whose issues are being worked on.
• Follow the processes and practices established for the group.
• Coordinate and consult with client areas to help analyze problems and needs and recommend technical solutions.
• Perform intermediate‑to‑advanced IMAC (install, move, add, change) services: hardware roll‑outs, refreshes, and other hardware deployment‑related activities on PCs, laptops, printers, and POS devices.
• Perform intermediate‑to‑advanced desk‑side support services, installing and troubleshooting hardware, software, and network‑related issues.
• Handle software installation, support, and upgrades.
• Provide first‑ and second‑level Help Desk support.
• Perform basic LAN and internetworking‑related activities.
• Have strong internetworking and troubleshooting skills.

• Must be a self‑starter able to manage multiple tasks and work independently or as part of a team.
• Exceptional customer service and good communication skills.
• Ability to complete tasks effectively with minimal supervision.
• Must be available to work flexible work schedules.
• High‑level skill set and outstanding people skills.
• Proficient in Windows 10 & 11 and Office Suite/O365.
• A+ certification and at least one certification from either Cisco or Microsoft.
• Optional vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP).