Help Desk Support
About The Position
We are seeking an IT Support Technician to support a large-scale Windows 11 migration for an aerospace organization. Following a cybersecurity incident, the organization is accelerating its migration from Windows 10 to Windows 11 to strengthen system security and restore operational integrity. This hands-on role supports end users through system upgrades, workstation deployments, troubleshooting, and Tier 1/Tier 2 technical support. The technician will perform Windows 10-to-11 upgrades; assist with workstation imaging, configuration, deployment, and post-migration testing; verify installations and functionality of applications and peripherals; and troubleshoot compatibility issues. The role also provides hardware, software, connectivity, and Windows support; manages and documents requests in Zendesk; and coordinates migration work with the onsite System Administrator and West Coast Director of IT. The position is onsite in a fast-paced, security-conscious aerospace environment in White Salmon, Washington, Monday through Friday, 8:00 AM to 5:00 PM. This is a contract position. The stated pay range is $20.00–$23.00 per hour, with individual compensation dependent on relevant factors. Eligible benefits for this temporary role may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.
Requirements
- Previous experience in Help Desk, Service Desk, Desktop Support, IT Support, or Technical Support is preferred.
- Familiarity with Windows 10 and Windows 11.
- Experience troubleshooting common hardware, software, and network/connectivity issues.
- Familiarity with Microsoft Office 365.
- 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.
Nice To Haves
- Experience with Zendesk or another IT ticketing system.
- Exposure to PC imaging, workstation deployment, operating system migrations, Active Directory, or user-account troubleshooting.
Responsibilities
- 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 involving applications, hardware, and user profiles.
- 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.
- 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.
- Work 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 professionalism and attention to detail in a fast-paced, security-conscious environment.
Benefits
- Medical, dental, and vision coverage (if eligible).
- Critical illness, accident, and hospital coverage (if eligible).
- 401(k) retirement plan, with pre-tax and Roth post-tax contributions available (if eligible).
- Voluntary life and AD&D insurance for the employee and dependents (if eligible).
- Short- and long-term disability (if eligible).
- Health Spending Account (HSA) (if eligible).
- Transportation benefits (if eligible).
- Employee Assistance Program (if eligible).
- Time off/leave, including PTO, vacation, or sick leave (if eligible).
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What This Job Offers
Education Level
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