Help Desk Support

TEKsystems•Norwell, MA

9d•$28 - $33•Onsite

About The Position

This role focuses on providing Windows Desktop Support, including asset management, support for laptops, mobile devices, software, and network connectivity. Specialists will assist customers both onsite and remotely, with an emphasis on resolving escalated tickets and engaging in project-based work. The position requires delivering an excellent end-user experience by resolving complex technical issues and collaborating with other IT departments such as networking and systems administration. Key duties involve troubleshooting software, hardware, and peripherals; configuring systems according to company policies; and handling sensitive data in compliance with privacy regulations. Additional responsibilities include supporting a company-wide Windows 11 migration, maintaining internal documentation for knowledge sharing, and assisting with printer troubleshooting for remote field offices. Candidates should be comfortable using administrative privileges and proactively contributing to team initiatives.

Requirements

Windows Desktop Support
Asset management
Support for laptops, mobile devices, software, and network connectivity
Onsite and remote customer support
Escalated ticket resolution
Project-based work
Troubleshooting software packages, hardware devices, and peripherals
Configuring systems per company policies
Handling sensitive data in accordance with privacy regulations
Supporting Windows 11 migration
Maintaining documentation for internal knowledge sharing
Assisting with printer troubleshooting in remote field offices
Working with administrative privileges
Desktop
Windows 10
Windows 11
Office 365
Customer service
Printer support
Troubleshooting
Active directory
Ticketing system
ServiceNow
Imaging
Refresh
Deployment
Experience working with offshore teams
Familiarity with Microsoft Intune and Azure AD
Strong communication skills, with ability to explain technical issues in layman's terms
Experience with SharePoint, OneDrive, and proprietary applications (e.g., WinWeb)
Ability to create and maintain internal knowledge articles
Printer troubleshooting experience, especially in remote environments

Nice To Haves

Travel to acquisition sites may be requested but is not required
Group Policy not required

Responsibilities

Troubleshoot and resolve escalated support issues onsite and remotely
Ensure support tickets are resolved in accordance with SLAs and company procedures
Configure hardware/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/software using standard procedures
Collaborate with vendors and internal teams to resolve issues
Work with various Windows system images and support Windows 11 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/laptop systems
Occasionally supplement desk-side support team during vacations or acquisitions