Help Desk Support Technician

Help Desk Support Technician (UK Region)

Location: United Kingdom (Remote/Hybrid)

We are seeking a reliable, customer focused Help Desk Support Technician to provide day to day technical support for users located in the UK region, with additional contributions to support teams in Nepal and the United States. This role supports a Windows-based environment with users connecting to centralized Windows RDP servers over VPN, leveraging SSO, Duo MFA, Datto backup and disaster recovery tools, and Active Directory.

The ideal candidate is proactive, organized, and comfortable working in a fast-paced environment with a strong emphasis on service quality, documentation, and continuous improvement.

This position also participates in an 24x7x365 support rotation and contributes to the rollout of new hardware, software, and internal IT initiatives.

• Provide first and second line technical support for users running primarily Windows laptops.
• Troubleshoot issues related to Windows OS, VPN connectivity, RDP sessions, printers, networking, and general workstation performance.
• Support authentication and access workflows including SSO, Duo MFA, and Active Directory account management.
• Resolve incidents and service requests through Service Desk Plus
  , ensuring timely updates and accurate ticket documentation.
• Assist users with Datto backup/restore workflows and endpoint protection tools.

• Support users connecting to central Windows RDP servers, including session troubleshooting, profile issues, and performance concerns.
• Assist with software installations, updates, and configuration across the user base.
• Participate in testing and deploying new hardware, software releases, and system upgrades.

• Develop clear, user-friendly self-help guides, FAQs, and video or screen shot based tutorials.
• Maintain internal knowledge base articles for recurring issues, onboarding, and best practices.
• Contribute to continuous improvement of IT processes and documentation standards.

• Participate in a 24x7x365 support rotation, providing after-hour assistance for critical issues.
• Support onboarding and offboarding processes, including laptop provisioning, account setup, and access configuration.
• Maintain asset records, licensing information, and hardware lifecycle tracking.

• 2+ years of experience in a help desk, desktop support, or IT support role.
• Solid understanding of Windows 11, Windows Server RDP environments, and VPN connectivity, with macOS a plus.
• Experience with Active Directory
  , user/group management, and basic GPO troubleshooting.
• Familiarity with SSO
  , Duo MFA
  , and identity-based authentication workflows.
• Experience with Datto (backup, DR, or RMM) preferred.
• Handson experience with ticketing systems—
  Service Desk Plus
  , strongly preferred.
• Ability to create clear, concise documentation and user-friendly self-help materials.
• Excellent communication, customer service, and problem-solving skills.