Help Desk Technician - Information Technology

• 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.

• 1–3 years of experience in a helpdesk, desktop support, or IT support role strongly preferred; recent graduates with relevant certifications will be considered.
• Proficiency with Microsoft Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Excel).
• Familiarity with Microsoft Entra ID/Active Directory and basic user account management.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting).
• Experience with helpdesk ticketing systems and IT asset management tools preferred.
• CompTIA A+, Microsoft 365 Fundamentals, or similar certification preferred but not required.

• Strong customer service orientation with a patient, professional demeanor.
• Effective communicator with the ability to translate technical concepts for non-technical users.
• High ethical standards, honesty, and integrity.
• Collaborative mindset and willingness to contribute to team goals.
• Ability to manage multiple open issues, prioritize effectively, and stay organized under pressure.
• Commitment to upholding Landmark Builders’ core values.

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