Helpdesk Technician

Department: Information TechnologyReports To: IT Manager / Director of IT

Position SummaryServes as the primary point of contact for staff across the business, providing timely and effective technical support to keep operations productive. Acts as a customer-focused, proactive problem-solver who is skilled in troubleshooting hardware, software, and connectivity issues, comfortable supporting a fast-paced environment, and experienced in managing day-to-day helpdesk operations.

Key Responsibilities

• Serve as the first point of contact for all IT support requests via phone, email, and ticketing system.
• Log, track, prioritize, and manage support requests through the helpdesk ticketing system, ensuring accurate records, timely updates, and clear resolution notes.
• Diagnose and resolve hardware, software, and network connectivity issues for end-users efficiently.
• Manage multiple concurrent support requests, effectively balancing urgency and workload.
• Deliver consistently professional and courteous support to all staff, maintaining composure and a solutions-focused attitude during high-pressure interactions.
• Set up, configure, and maintain workstations, laptops, mobile devices, and peripherals.
• Manage user accounts, password resets, and access provisioning in Microsoft 365 and Entra ID.
• Assist with the onboarding and offboarding of staff, including device setup and account configuration.
• Escalate complex issues to senior IT team members with clear documentation when appropriate.
• Contribute to the creation and upkeep of IT knowledge base articles and standard operating procedures (SOPs).
• Support the rollout and maintenance of IT equipment and software across the business.
• Assist with basic network troubleshooting, including connectivity, printers, and shared drives.

SKILLS & EXPERIENCE• This role is well-suited to candidates early in their IT career — up to 1 years of experience in a helpdesk or IT support role, or equivalent demonstrated technical ability, is preferred• Solid understanding of Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)• Experience with Windows 10/11 desktop support and troubleshooting• Familiarity with Microsoft Entra ID (Azure AD) for user and device management• Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs)• Demonstrated experience using a helpdesk ticketing system (e.g., Atera, ConnectWise, ServiceNow, or similar) as a core part of daily workflow• Proven ability to manage and prioritize multiple concurrent requests in a fast-paced environment• Exceptional interpersonal and communication skills, with a track record of maintaining professionalism and empathy when dealing with frustrated or difficult users• Strong communication skills with the ability to explain technical issues to non-technical users• A methodical, patient approach to troubleshooting and problem-solvingDESIRABLE (BUT NOT ESSENTIAL)• Experience with Microsoft Intune or endpoint management tools• Exposure to Microsoft Defender or similar security platforms• Knowledge of SharePoint Online or Teams administration• Familiarity with Apple iOS and mobile device management (MDM) tools• Familiarity with industry software such as the Trimble Suite, Autodesk, or Atera —experience with these platforms is a bonus, though full training will be provided• CompTIA A+, Microsoft certifications (MD-102, MS-900), or equivalent• Experience in a trade, construction, or field services environment• A genuine eagerness to learn across a broad and varied scope of IT — from end-user support through to systems, security, and beyond

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