IT Helpdesk Technician

Position Overview An IT Help Desk Technician positioned in LJA’s IT department, responsible for providing second‑level technical support for desktop & laptop PCs, network printers, and mobile devices. A Typical Day Might Include Providing first‑contact technical support for desktops, laptops, printers, and mobile devices Responding to employee‑owners’ inquiries via telephone, email, Teams chat or Fresh Service ticketing system Handling AD password resets, AD account unlocks, MFA assistance and other access requests according to established procedures Escalating unresolved issues to Level 1 support with detailed notes and diagnostic information Contributing to knowledge base updates by documenting new solutions to existing problems Providing clear communication to employee owners regarding status, next steps and expected resolution times Performing any additional duties or tasks, as required Required Education / Licenses / Certifications Some college coursework or equivalent professional experience preferred CompTIA A+ preferred Required Qualifications 1+ years of experience in desktop support or IT helpdesk roles Fundamental knowledge of Windows 10/11, MacOS, Office 365, and Active Directory Exposure with network troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi‑Fi) Familiarity with using ticketing systems, e.g. Fresh Service, Track‑it, Service Now, or Remedy Excellent problem‑solving, communication, and customer service skills Ability to work independently and prioritize tasks in a dynamic and fast‑paced environment Ideally, You Should Also Have Familiarity with IT service management (ITSM) tools such as Fresh Service or similar Experience supporting Engineering software such as AutoCAD, Bentley Projectwise or ESRI ArcGIS preferred Basic understanding of cybersecurity best practices and endpoint protection Experience assisting with office moves, IT desktop setups, and infrastructure projects Benefits Generous Time Off: PTO, paid holidays, and a full office closure between Christmas and New Year’s. Comprehensive Benefits: Multiple plan options for health, dental, and pets. Plus mental health support. Family Support: Paid maternity and parental leave. Education Support: Tuition reimbursement and in‑house courses provided by the Learning and Development team. Referral Bonuses: Rewards for helping us grow. Community Impact: Company‑sponsored volunteer days and philanthropic initiatives. Professional Development: Memberships to industry organizations to keep you connected and growing. Career Growth: Internal mobility opportunities to advance your career. Fun Culture: Social events, employee sports teams, bring your kid to work day, and more. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr LJA Engineering