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Help Desk Support Technician

4 months ago

Bethlehem, United States Core BTS Full time

Position Overview:

Our Client is seeking a dedicated and detail-oriented Help Desk Support Technician to join our IT team. The successful candidate will play a crucial role in supporting the Windows Server 11 upgrade project and providing day-to-day technical assistance to end users. This position requires excellent problem-solving skills, a strong technical background in Windows environments, and the ability to communicate effectively with users at all levels of technical proficiency.


Key Responsibilities:


Windows Server 11 Upgrade Support:

  • Assist in the planning, testing, and execution of the Windows Server 11 upgrade.
  • Provide hands-on support during the upgrade process, including troubleshooting and resolving any issues that arise.
  • Work with senior IT staff to ensure the smooth transition of systems and applications to Windows Server 11.
  • Document procedures and create user guides for post-upgrade tasks.


General Help Desk Support:

  • Serve as the first point of contact for users seeking technical assistance via phone, email, or in person.
  • Diagnose and troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
  • Assist users with the installation, configuration, and troubleshooting of software applications and operating systems.
  • Perform routine maintenance tasks such as updates, backups, and system monitoring.
  • Manage user accounts, permissions, and access rights in Windows Server environments.
  • Escalate complex issues to higher-level IT support or specialized teams as necessary.
  • Maintain detailed records of support requests and resolutions using the help desk ticketing system.


Qualifications:

Education & Experience:

  • Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Minimum of 1 years of experience in a help desk or technical support role, with specific experience in Windows Server environments.


Technical Skills:

  • knowledge of Windows Server 11 and Windows 10/11.
  • Proficiency in troubleshooting issues with desktops, laptops, and peripherals.
  • Experience with remote support tools and help desk ticketing systems.
  • Basic understanding of IT security practices and data protection.


Soft Skills:

  • Excellent communication skills, with the ability to explain technical issues in non-technical terms.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently as well as part of a team.
  • Customer-focused mindset with a commitment to providing high-quality service.


Preferred Qualifications:

  • Certifications such as CompTIA A+, Microsoft Certified: Windows Server, or similar.
  • Previous experience in a server upgrade project or large-scale IT deployment.