The Help Desk Technician provides timely, courteous support for hardware, software, and connectivity issues across the company’s office and field locations. The role plays a key role in maintaining employee productivity by resolving day-to-day IT issues efficiently while upholding Landmark Builders’ commitment to quality and professionalism.
Requirements
- Serve as the first point of contact for IT support requests submitted via phone, email, ticketing system, or walk-in.
- Diagnose and resolve hardware, software, network, and peripheral issues for office and field personnel.
- Set up, configure, and deploy workstations, laptops, mobile devices, and peripherals for new and existing employees.
- Support and troubleshoot Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
- Assist with VPN access, remote desktop connections, and mobile device management.
- Escalate complex or unresolved issues to senior IT staff with thorough documentation of steps taken.
- Perform other IT duties as required to support the organization.
- Track and maintain accurate records of hardware and software assets using the company’s asset management system.
- Create and maintain self-service documentation, knowledge base articles, and how-to guides for end users.
- Document all support interactions in the helpdesk ticketing system accurately and in a timely manner.
- Assist with hardware lifecycle activities including imaging, deployment, and disposal.
- Provide clear, patient guidance to employees with varying levels of technical proficiency, including field personnel.
- Deliver basic end-user training on new applications, tools, and IT security best practices.
- Support onboarding of new employees by preparing accounts, devices, and access in coordination with HR and IT staff.
- Contribute to company IT awareness initiatives and training materials.
- Follow and enforce IT security policies including password management, software installation standards, and data handling procedures.
- Report potential security incidents or policy violations to senior IT staff promptly.
- Assist with routine patching, antivirus updates, and endpoint compliance checks.
Benefits
- Competitive Compensation Packages
- Paid Holidays
- PTO
- Employee Ownership (ESOP)
- Career Growth Opportunities
