Helpdesk Technician

About the Role

Serves as the primary point of contact for staff, providing timely and effective technical support to maintain productivity. Acts as a customer-focused, proactive problem-solver 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.
• 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.
• Assist with basic network troubleshooting, including connectivity, printers, and shared drives.

Requirements & Tech Stack

• 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-solving.

Qualifications

• Up to 1 year of experience in a helpdesk or IT support role, or equivalent demonstrated technical ability.

Desirable (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.
• 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.