Help Desk Technician - Information Technology

Landmark Builders•Winston-Salem, NC

About The Position

Landmark Builders is seeking a part-time Helpdesk Technician to serve as the first point of contact for employees seeking technical assistance. This role provides timely, courteous support for hardware, software, and connectivity issues across the company’s office and field locations. The Helpdesk Technician 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

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.
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.

Nice To Haves

CompTIA A+, Microsoft 365 Fundamentals, or similar certification preferred but not required.

Responsibilities

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.