Helpdesk Technician

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., * 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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Skills: Communication Skills, CompTIA A+, Computer Workstations, Construction, Customer Relations, Customer Service Systems, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Documentation, Email Technology, Equipment Maintenance/Repair, Establish Priorities, Help Desk, Identify Issues, Information Technology Software, Interpersonal Skills, Knowledge Base, Laptop PC, Management of Information Systems/Technology (MIS), Manufacturing Data Management, Microsoft Access Database, Microsoft Certifications, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Devices, Network Administration/Management, Network Connectivity, On Site Support, Onboarding, Operational Support, Peripheral Hardware, Printers, Problem Solving Skills, Record Keeping, Security Infrastructure, ServiceNow, Software Administration, Standard Operating Procedures (SOP), TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, Time Management, User Account Administration, VPN (Virtual Private Network), iOS