Helpdesk Technician

Department: Information Technology
Reports To: IT Manager / Director of IT

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