Help Desk Support

Job Description Primary responsibilities include Windows Desktop Support, asset management, and support of laptops, mobile devices, software, and network connectivity. Specialists will support customers both onsite and remotely, focusing on escalated ticket resolution and project‑based work. Desktop support specialists are expected to provide excellent end‑user experience, resolving complex technical issues and collaborating with other IT teams. Main duties include troubleshooting software packages, hardware devices, peripherals, configuring systems per company policies, and handling sensitive data in accordance with privacy regulations. Additional tasks include supporting the company‑wide Windows11 migration project, maintaining documentation for internal knowledge sharing, and assisting with printer troubleshooting in remote field offices. Candidates should be comfortable with administrative privileges and proactively drive initiatives within the team. Key Responsibilities Troubleshoot and resolve escalated support issues onsite and remotely Ensure support tickets are resolved in accordance with SLAs and company procedures Configure hardware and software to customer specifications Author and maintain internal support documentation Deliver support for desktop computers, laptops, peripherals, and mobile devices Install and configure desktop hardware and software using standard procedures Collaborate with vendors and internal teams to resolve issues Work with various Windows system images and support Windows11 migration Set up and troubleshoot domains, user accounts, and software accounts Configure, test, and troubleshoot network connectivity and wireless access Perform hardware upgrades and replacements Format, install, maintain, and troubleshoot desktop and laptop systems Occasionally supplement desk‑side support team during vacations or acquisitions Travel to acquisition sites may be requested but is not required Required Skills Desktop support for Windows10 and Windows11 Office365 Customer service and printer support Active Directory, Microsoft Intune, and AzureAD (Group Policy not required) Ticketing systems such as ServiceNow Imaging, refresh, and deployment of desktop and laptop systems SharePoint, OneDrive, and proprietary applications (e.g., WinWeb) Ability to explain technical issues in layman’s terms Experience creating and maintaining internal knowledge articles Printer troubleshooting experience, especially in remote environments Additional Skills & Qualifications Experience working with offshore teams (e.g., 8 L1 techs in India, 4 in Norwell) Strong communication skills and ability to collaborate across teams Job Type & Location This is a Contract position based out of Norwell, MA. Pay and Benefits Pay range for this position is $28.00 – $33.00/hr. Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits for this temporary role may include: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life and AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation, or Sick Leave) Workplace Type This is a fully onsite position in Norwell, MA. Application Deadline This position is anticipated to close on Jul10, 2026. Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance Pursuant to the SanFrancisco Fair Chance Ordinance, for all positions located in the city and county of SanFrancisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI) We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr