Help Desk Support

We are seeking an IT Support Technician to support a large-scale Windows 11 migration for an aerospace organization. Following a recent cybersecurity incident, the company is accelerating its migration from Windows 10 to Windows 11 to strengthen system security and restore operational integrity., This is a hands-on opportunity for someone with Help Desk, Service Desk, Office 365, desktop support, or IT troubleshooting experience who is comfortable working directly with end users. The technician will assist with system upgrades, workstation deployments, troubleshooting, and Tier 1/Tier 2 technical support., Windows 11 Migration & Deployment

• Perform upgrades of user workstations from Windows 10 to Windows 11.
• Assist with workstation imaging, configuration, deployment, and post-migration testing.
• Verify successful installations and confirm applications and peripherals are functioning properly.
• Identify and troubleshoot compatibility issues related to applications, hardware, and user profiles.

Help Desk & Technical Support

• Provide Tier 1 and Tier 2 technical support for hardware, software, connectivity, and Windows-related issues.
• Troubleshoot user-reported issues and provide timely resolutions.
• Escalate more complex technical problems to the System Administrator when appropriate.
• Provide professional, easy-to-understand guidance to end users.

Ticket Management

• Monitor and manage support requests using Zendesk.
• Document troubleshooting steps, resolutions, and system changes.
• Update ticket status and close requests in accordance with established SLAs.
• Maintain accurate technical documentation for recurring issues and procedures.

Team Collaboration

• Work closely with the onsite System Administrator and West Coast Director of IT to prioritize migration activities and support needs.
• Participate in daily stand-ups and status meetings to communicate progress, issues, and blockers.
• Maintain a high level of professionalism and attention to detail within a fast-paced, security-conscious environment.

Zendesk Operations Communication Microsoft 365 Cyber Security Prioritization Issue Tracking Detail Oriented Professionalism Desktop Support Customer Service Microsoft Office, * Previous experience in Help Desk, Service Desk, Desktop Support, IT Support, or Technical Support preferred.

• Familiarity with Windows 10 and Windows 11.
• Experience troubleshooting common hardware, software, and network/connectivity issues.
• Familiarity with Microsoft Office 365.
• Experience with Zendesk or another IT ticketing system is helpful.
• Exposure to PC imaging, workstation deployment, OS migrations, Active Directory, or user-account troubleshooting is a plus.
• Strong communication, documentation, and customer-service skills.
• Ability to follow established IT and cybersecurity procedures carefully.
• Comfortable working onsite and supporting users in a fast-paced environment., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Active Directory Operating Systems Technical Support Help Desk Support Peripheral Devices Personal Computers Business Valuation Microsoft Windows 10 Full Stack Development Technical Documentation Network Troubleshooting Business Transformation Tier 2 Technical Support Troubleshooting (Problem Solving) $41,600 - $47,840 / yr Posted yesterday

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