About the role
Department: Information Technology Reports To: IT Manager / Director of IT Compensation: $37,440 - $47,840
Position Summary Serves 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-solving
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 — 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