Help Desk Technician - Derbyshire

Brewer Science; Dale Abbey; On-site; GBP 18,000 - 26,000; Full time

Job summary

Brewer Science, Inc. in the Derbyshire area is seeking a Help Desk Technician to provide IT support to employees, respond to requests, and help document processes.

The role involves diagnosing hardware and software issues, logging tickets, escalating complex problems, assisting with new machine deployments, and working with IT Operations and enterprise applications teams.

Qualifications

• 2+ years of related experience or an equivalent combination of education and experience.
• Experience providing IT support to employees in a help desk setting.
• Ability to diagnose and resolve common hardware and software issues.
• Familiarity with ticketing systems and documentation practices.

Responsibilities

• Serve as the primary contact for users seeking technical assistance via phone, email, in-person, or chat.
• Diagnose and resolve common hardware and software issues including printers and network problems.
• Log and track support requests in the help desk system with thorough documentation.
• Escalate complex issues to senior technicians when needed.
• Assist with basic user training and deployment of new computers and devices.
• Support inventory management and organize the Help Desk/storage areas.
• Collaborate with enterprise applications and IT Operations teams.

Skills

Customer service

Troubleshooting

Hardware troubleshooting

Software support

Networking basics

Documentation

Education

2+ years of related experience

Tools

Ticketing system

Job description

Brewer Science, Inc. is a major innovator of high-technology solutions for the semiconductor / microelectronics markets. We are currently seeking a purpose-driven candidate with an ownership mentality to fill an open position as a Help Desk Technician. This position will be located in Derbyshire, UK.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor an employment visa for this position.

Summary

Help Desk Technicians provide IT support to employees in response to requests and create documentation. They also participate in planning, design, documentation, and assembly of IT systems and infrastructure at Brewer Science.

Responsibilities

• Serve as the primary contact for users seeking technical assistance, responding promptly to inquiries via phone, email, in-person, service ticket, or chat.
• Diagnose and resolve common hardware and software issues, such as printer problems, software installations, networking, password resets, and other computer-related technology.
• Accurately log, document, and track support requests and resolutions in the help desk ticketing system, ensuring detailed records for follow-up and analysis.
• Identify and upscale more complex or unresolved issues to senior level technicians and specialists or other IT teams, providing necessary context and documentation.
• Assist users with basic training and guidance on software applications, system features, and best practices.
• Assist in the setup, configuration, and deployment of new computers, workstations, and peripheral devices.
• Assist in inventory management for IT related devices, organization of the Help Desk and IT storage areas, and electronic recycling.
• Collaborate and work with the enterprise applications and IT Operations teams.

Education & Credentials

• 2+ years of related experience or
• An equivalent combination of education and experience.

Benefits

At Brewer Science, we are a Top Workplace, Certified Employee-Owned, Certified B Corp™, and GreenCircle Certified Zero Waste to Landfill. By joining Brewer Science, you will be eligible to receive benefits including:

• Medical, dental, vision, life, long- and short-term disability, identity theft protection, and pet insurance
• Paid leave, including community service leave, wellness breaks, and other special leave
• Employee stock ownership, 401k, and bonus plans
• Educational assistance & employee assistance program

Equal Employment Opportunity - M/F/Disability/Veterans