IT Help Desk Technician

Support employees with reliable, first-point technology troubleshooting across office and field locations.

Responsibilities

• Handle help desk requests through tickets, calls, emails, and walk-ups within service-level targets
• Troubleshoot and resolve issues on Windows desktops and laptops, printers, scanners, and mobile phones/tablets
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint
• Assist with company business applications, including accounting and project management software
• Escalate complex problems to senior IT staff or external vendors, and follow through until tickets are closed
• Provide remote support and travel to offices and field sites when on-site assistance is required
• Create, modify, disable user accounts in Active Directory / Entra ID and Microsoft 365
• Reset passwords, manage multi-factor authentication, and assign security group permissions
• Support scheduled new-hire onboarding and employee offboarding
• Image, configure, and deploy computers, phones, and peripheral devices
• Maintain accurate records for IT assets, warranties, and software licenses
• Coordinate hardware repairs, replacements, and secure disposal
• Apply patches and updates; verify endpoint protection remains current
• Perform basic network troubleshooting for Wi-Fi, VPN, switches, and connectivity
• Monitor backups and report failures to the IT Manager
• Follow security policies and promptly report suspected phishing or other security incidents
• Serve as backup support for AI tool and IT system rollouts, covering for the primary implementation lead when needed
• Help configure, test, and deploy new AI tools and IT systems, including verification of user access and permissions
• Train and support employees adopting new AI tools and systems, and collect user feedback
• Document implementation steps, known issues, and usage guidelines in the knowledge base
• Follow company policies for AI use, data privacy, and security; report concerns to the IT lead
• Log all work in the ticketing system with clear notes and resolution steps
• Write and update knowledge-base articles and how-to guides
• Train employees on hardware, software, and security best practices
• Perform other IT duties as assigned

Requirements

• Strong organization and follow-through, able to keep multiple open items moving to completion
• Comfortable contacting general contractors, owners, and subcontractors by phone and email to obtain documents and payments
• Customer focus, problem solving mindset, learning orientation, detail-orientation, and time management
• Comfort working with multiple Project Managers and Estimators
• Ability to shift between projects while supporting several Managers and Estimators at a time
• Proficiency in Microsoft Office (Outlook, Word, Excel, Teams)
• Minimum two years of experience in an administrative, contract administration, or project coordination capacity, preferably in construction
• High school diploma or GED
• 1–2 years of help desk, desktop support, or related IT experience (internships count)
• Working knowledge of Windows 10/11, Microsoft 365, and Active Directory
• Basic understanding of networking concepts: TCP/IP, DNS, DHCP, VPN, Wi-Fi
• Experience using a ticketing system
• Strong customer-service skills and patience explaining technical issues to non-technical users
• Clear written and verbal communication
• Ability to prioritize multiple requests and work independently
• Valid driver’s license and reliable transportation for travel between locations

Technologies

• Windows 10, Windows 11
• Microsoft 365
• Outlook, Teams, OneDrive, SharePoint
• Active Directory, Entra ID
• Multi-factor authentication
• Wi-Fi, VPN
• TCP/IP, DNS, DHCP
• Microsoft Office, Word, Excel
• Ticketing system
• PowerShell

Benefits

• Profit Improvement Incentive
• 15 Days of Paid Time Off and 7 paid Company holidays
• Health, Dental, and Vision Insurance
• Company-paid life insurance
• 401(k) with company match
• Short and Long-Term Disability Insurance options
• Health Savings Account with company contribution
• Employee Assistance Program (EAP)

Preferred Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field
• CompTIA A+, Network+, or Security+, or Microsoft 365 certification
• Experience with Intune, Autopilot, or other device-management tools
• Familiarity with construction or accounting software such as Sage 300 CRE
• Experience supporting remote and field-based users
• Basic PowerShell scripting

Physical Requirements

• Exposure to work in an office work environment
• Ability to occasionally move inside the office to access and maintain file cabinets and office equipment
• Ability to operate a computer and office productivity machinery (calculator, copy machine, computer printer)
• Ability to communicate information and ideas clearly; exchange accurate information in these situations
• Ability to observe details at close range
• Lift and/or move up to 50 pounds across the office for various needs
• Ability to sit; occasionally climb or balance, and stoop, kneel, crouch, or crawl

Location: Pittsburgh, PA (onsite)

Salary: USD 45,000 - 58,000 per year

Experience: 1+ years

Education: High school diploma or GED