Helpdesk Technician

• →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