IT Help Desk Support - England

IT Help Desk Support

Position type:
Full-time, Contract to Hire
Duration: 6+ Months

Location:

Weymouth, MA 02189 (onsite)
Valid driver’s license and must have own reliable vehicle (This position requires local travel and mileage will be reimbursed).

• Fields calls as needed from end users as part of the helpdesk phone queue.
• Responds to user requests for technical assistance via phone, email, chat, or helpdesk ticketing system.
• Troubleshoots and resolves issues related to software, hardware, networking, and peripherals in a remote capacity.
• Guides users through step‑by‑step solutions for issues, ensuring minimal disruption to their workflow.
• Tracks, prioritises, and documents helpdesk tickets to ensure timely resolution.
• Collaborates with team members to escalates complex issues when necessary.
• Participates in day‑to‑day operational support and service delivery of the IT Operations by monitoring and responding to IT Operations incidents through the incident tracking system.

• Provides hands‑on support for desktop and laptop computers, mobile devices, printers, and other office equipment.
• Installs, configures, and maintains operating systems (Windows, macOS, Linux) and essential software applications.
• Performs routine maintenance and upgrades on hardware and software systems to ensure performance and security.
• Assists in managing user accounts and permissions via Active Directory, Office 365, and other relevant systems.
• Sets up new workstations, including hardware setup, software installation, and network configurations.

• Maintains accurate records of support requests, troubleshooting steps, and solutions provided.
• Documents system changes, upgrades, and procedures for future reference.
• Generates reports on recurring issues, system performance, and overall support efficiency.
• Compiles data in an easy‑to‑understand format for upper‑level management.
• Creates Knowledge Articles to be used by both end users and technical staff.

• 2+ years of experience in IT Support, including helpdesk and desktop support roles.
• Experience with remote desktop tools, helpdesk ticketing systems, and diagnostic software.
• Hands‑on experience with hardware troubleshooting and repairs (desktops, laptops, printers, etc.).
• Familiarity with Windows and macOS operating systems.
• Knowledge of Power Shell.
• Knowledge of Excel commands/VLOOKUP.
• Experience with Azure and Office 365.

• Proficiency in diagnosing and resolving common technical issues (software, hardware, network).
• Experience with Windows 11, Office 365, and remote desktop services.
• Understanding of network fundamentals (TCP/IP, DNS, DHCP) and security best practices.

• Associate’s degree in information technology, Computer Science, or related field.
• Experience in a hybrid IT environment (both on‑site and remote support).
• Knowledge of cloud‑based technologies and services (Azure, AWS).

Pay Range*: $19 – $21 per hour

* Pay range offered to a successful candidate will be based on several factors, including the candidate’s education, work experience, work location, specific job duties, certifications, etc.

Benefits:

• Medical & pharmacy coverage
• Dental/vision insurance
• 401(k)
• Health savings account (HSA) and Flexible spending account (FSA)
• Life insurance
• Pet insurance
• Short‑term and long‑term disability
• Accident & critical illness coverage
• Pre‑paid legal &  protection
• Sick time and other paid leaves as required by law
• Employee Assistance Program (EAP)

Contact:
Jyoti Tiwari