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# Help Desk Technician

- **Company:** IBA InfoTech Inc.
- **Location:** Winston-Salem, NC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Antivirus Softwares, Disaster Recovery, Virtual Private Networks (VPN), Microsoft Office, Topdesk, Microsoft SharePoint, Software Systems, Wide Area Networks, Information Technology
- **Published:** June 14, 2026
- **Apply:** https://ibainfotech.com/help-desk-technician

## About the Role

* Minimum of 5 years' experience required
 * Superior troubleshooting abilities enabling quick determination/ resolution of software and hardware issues.
 * Ability to use logic/reason to identify alternative solutions and apply most effective resolution methodology.
 * Excellent written and verbal communication skills.
 * Must demonstrate a sense of urgency while acting in a professional, calm manner.
 * Ability to stay abreast of changes and updates in relevant technologies.
 * Experience with Active Directory, Remote VPN Software, Disaster Recovery, and Anti-Virus required.
 * Solid working knowledge and experience in Windows 10, Office 365 Exchange/SharePoint, LAN/WAN.
 * Must be a self-starter and team player who also can work independently
 * Detail oriented and able to thoroughly document and communicate issues.
 * Ability to handle multiple projects in an organized and timely manner.
 * Ability to analyze and resolve problems according to established priorities.
 * Ability to work in a fast paced, changing environment with individuals from diverse areas of specialization.
 * Experience with Microsoft Office applications required.
 * Experience with various help desk software a plus.
 * Experience with imaging desktops.

## Description

* Provide a single point of contact to the organization for information technology related
 * Identify, research, and resolve software/technical issues.
 * Respond to telephone calls, email and personnel requests for IT technical support.
 * Analyze and resolve user problems with the aim of eliminating recurrences and reducing calls to the Help Desk.
 * Other duties as requested depending on call volume.
 * Participate in on-call rotation when circumstances require.
 * Be willing and able to respond to after hours and weekend calls.
 * Draft FAQs for common help desk issues on supported software systems.
 * Establish, document and enforce procedures for coordinating with other help desk resources to provide appropriate coverage.


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