Lead Helpdesk Technician: Windows 11 Upgrade Onsite

Buchanan Technologies

Dallas, Northern (TX, KY)

Hybrid

USD 52,000 - 70,000

Full time

6 days ago

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Job summary

Buchanan Technologies seeks a Mid-Level Helpdesk Analyst to support the 2026 Windows 11 lifecycle initiative with onsite presence in the Dallas area. You will assist with device refreshes, manage escalated incidents, and serve as a lead technician for major events, ensuring timely resolution and documentation.

The role emphasizes strong end-user support across hardware, software, and operations, plus SOP maintenance and inter-department coordination.

Qualifications

Four years of experience providing computer technical support or a bachelor’s degree in information technology with two years of experience.
Bachelor’s degree in information technology coupled with two years of computer technical-support experience is acceptable.

Responsibilities

Assist with device refreshes and upgrades to Windows 11.
Monitor and manage escalated routine administrative tasks and events at the IT Help Desk.
Provide technical support to end users across hardware, software, and operational issues.
Resolve escalated technical problems per Help Desk standards and guidelines.
Monitor network hardware, software, and application servers for stability and efficiency.
Lead third-level support for non-routine and major incidents.
Respond to Help Desk phone and email requests for operational support.
Maintain and update Standard Operating Procedures for Help Desk processes.
Create new SOPs to keep documentation current.
Train and coordinate with IT staff as required.
Prepare management reports on Help Desk processes and operations.