IT Helpdesk

The Role

Provide Tier 1 support to a distributed workforce using Windows laptops and Office 365 during an 8-hour shift. Log, categorize, prioritize, and manage incidents and requests in HappyFox in accordance with SLAs, scripts, and standard procedures. Troubleshoot and resolve common endpoint, connectivity, printing, and Microsoft 365 issues, guiding users through safe step-by-step actions and documenting results. Triage access, software, and security concerns (including suspicious emails), escalate effectively to Tier 2/3 with complete diagnostics, and communicate clearly through confirmation and closure.

What you will accomplish

• Support the technology needs of a distributed workforce in person and over the phone.
• Troubleshot and resolve common Windows issues (boot/login, performance, display, audio, keyboard/mouse, docking stations, battery/charging, etc.).
• Support Office 365 applications (Outlook, Teams, OneDrive, SharePoint, Office apps) including basic configuration and user guidance.
• Fulfill software requests (e.g., Visio, MS Project, Acrobat) by validating approvals/entitlements and initiating the standard install/deploy process.
• Handle account access issues (password resets, MFA prompts, lockouts) and route access requests through the approved process.
• Provide printer support for MFP, workgroup, and check printers (connectivity, mapping, drivers, default printer, queue/errors).
• Support technology in large company events like cameras, zoom and charging stations.
• Identify and triage potentially malicious emails and basic security concerns reported by users; instruct users on safe handling steps.
• Perform initial network connectivity triage (Wi Fi/Ethernet, VPN connection basics, “no internet” checks) and determine whether to escalate.
• Use remote support tools/processes as permitted to diagnose and resolve issues while maintaining user privacy and security requirements.
• Gather input on process improvement ideas or areas where additional training is needed; train staff in real time.
• Monitor technology trends and recommend future enhancements.
• Assist with preparation for project interviews including room configuration, equipment deployment for prep and deploying equipment to remote venues.
  

What we would like you to have

• 1 to 2 years of experience with: IT troubleshooting of software and hardware including Windows 11 Active Directory, VMWare, Outlook & Hosted Exchange, Microsoft Office and other standard applications, ticketing systems, Windows Server Systems, Routers, Switches and printers.
• 1 to 2 years of experience in the construction industry in a similar role.
• High school education required. Associate or bachelor’s degree in IT preferred.
• A+ and Network+ certification preferred.
• Excellent listening and communication skills, both written and verbal, to effectively communicate with staff, team members, vendors and Company leadership.
• High moral and ethical values.
• Goal-oriented and self-motivated with the ability to work within a team environment
• Ability to think quickly and precisely in a changing environment.
• Ability to scan for Viruses and Malware.
• Basic Understanding of IT Concepts:
  • Local vs. Domain joined machines.
  • TCP/IP / networking
  • VPN tunnels
  • Remote Desktop Protocol
  • Printer Setup (networking TCP/IP and Sharing)
• Ability to troubleshoot printer issues.
• Ability to install and troubleshoot basic Microsoft Office issues.
• Ability to troubleshoot basic User Profile issues.
• Ability to configure iPhones and Androids.
  

You’re inspired by our values

• Altruistic - Our foundation is built upon the authentic, selfless concern we share for the success and wellbeing of others.
• Fair 360 - We illuminate with kindness by seeking to understand before being understood and by caring more than may seem reasonable so we can achieve genuine success for all.
• Strategic - The blueprint that guides the creation of a genuine place of purpose expresses the clarity of our vision, the rigor of our thought and the character of our word.
• Sincere - We present no facades, only genuine elevations of truth, trust, and wholehearted loyalty to the employees we mentor, the clients we serve and the communities we call home.
• Nimble - Our structural integrity is ensured through the balance of resourcefulness, responsiveness, and adaptability and strengthened by being well-rounded in the market to serve at the highest levels.

Compensation

Alongside cash, our total compensation package includes comprehensive benefits and 100% employee ownership. From wellness to work life, our benefits support our employees' total wellbeing.

Benefits

• Employee Stock Ownership Plan
• Discretionary annual bonus
  
• 401k with employer match
• Employee medical, dental, and vision insurance 100% covered, with options to add dependents at 50% coverage by Willmeng
• Flexible Time Off Policy
• 9 paid company holidays
• 3 consecutive weeks of parental bonding leave, with an additional 3-5 weeks of disability leave for delivery recovery
• Spacious break rooms with healthy meals & snacks provided at no additional cost
• Team-building activities, including volunteer opportunities