About this 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
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Serve as the first point of contact for all IT support requests via phone, email, and ticketing system.
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Log, track, prioritize, and manage support requests through the helpdesk ticketing system, ensuring accurate records, timely updates, and clear resolution notes.
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Diagnose and resolve hardware, software, and network connectivity issues for end-users efficiently.
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Manage multiple concurrent support requests, effectively balancing urgency and workload.
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Deliver consistently professional and courteous support to all staff, maintaining composure and a solutions-focused attitude during high-pressure interactions.
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Set up, configure, and maintain workstations, laptops, mobile devices, and peripherals.
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Manage user accounts, password resets, and access provisioning in Microsoft 365 and Entra ID.
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Assist with the onboarding and offboarding of staff, including device setup and account configuration.
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Escalate complex issues to senior IT team members with clear documentation when appropriate.
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Contribute to the creation and upkeep of IT knowledge base articles and standard operating procedures (SOPs).
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Support the rollout and maintenance of IT equipment and software across the business.
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Assist with basic network troubleshooting, including connectivity, printers, and shared drives.
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SKILLS & EXPERIENCE
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This role is well-suited to candidates early in their IT career — up to 1 years of
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experience in a helpdesk or IT support role, or equivalent demonstrated technical ability,
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is preferred
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Solid understanding of Microsoft 365 applications (Outlook, Teams, SharePoint,
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OneDrive)
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Experience with Windows 10/11 desktop support and troubleshooting
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Familiarity with Microsoft Entra ID (Azure AD) for user and device management
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Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs)
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Demonstrated experience using a helpdesk ticketing system (e.g., Atera, ConnectWise,
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ServiceNow, or similar) as a core part of daily workflow
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Proven ability to manage and prioritize multiple concurrent requests in a fast-paced
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environment
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Exceptional interpersonal and communication skills, with a track record of maintaining
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professionalism and empathy when dealing with frustrated or difficult users
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Strong communication skills with the ability to explain technical issues to non-technical
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users
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A methodical, patient approach to troubleshooting and problem-solving
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DESIRABLE (BUT NOT ESSENTIAL)
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Experience with Microsoft Intune or endpoint management tools
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Exposure to Microsoft Defender or similar security platforms
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Knowledge of SharePoint Online or Teams administration
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Familiarity with Apple iOS and mobile device management (MDM) tools
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Familiarity with industry software such as the Trimble Suite, Autodesk, or Atera —
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experience with these platforms is a bonus, though full training will be provided
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CompTIA A+, Microsoft certifications (MD-102, MS-900), or equivalent
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Experience in a trade, construction, or field services environment
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A genuine eagerness to learn across a broad and varied scope of IT — from end-user
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support through to systems, security, and beyond