Qureos Mentor

Keystone Custom Homes

<div><div><p>ABOUT THE ROLE</p>
<p>The L1 Helpdesk Technician is the first point of contact for all IT support at Keystone Custom Homes. You will triage and resolve day-to-day technical issues, manage user accounts, support our core business applications, and keep our workforce productive. This is a hands-on role that blends customer service with technical problem-solving - ideal for someone who wants to grow their IT career in a collaborative, people-focused environment.</p>
<p>RESPONSIBILITIES</p>
<ul><li>Triage and resolve L1 support tickets in Jira Service Management covering hardware, software, network connectivity, and account access issues</li></ul>
<ul><li>Create, modify, and disable user accounts in Active Directory and Entra ID, including password resets, group membership changes, and employee onboarding/offboarding workflows</li></ul>
<ul><li>Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) and troubleshoot licensing, access, and configuration issues</li></ul>
<ul><li>Set up, image, and deploy Windows workstations and laptops using Intune and standard KCH build procedures</li></ul>
<ul><li>Troubleshoot printer, scanner, VPN, and basic network connectivity issues across office and field locations</li></ul>
<ul><li>Document resolutions, workarounds, and recurring issues in the internal knowledge base (Confluence) to build a self-service resource for the team</li></ul>
<ul><li>Escalate complex infrastructure, application, or security issues to L2/L3 support with clear, thorough documentation of troubleshooting steps taken</li></ul>
<p>WHAT WE'RE LOOKING FOR</p>
<ul><li>1-3 years of experience in an IT helpdesk, desktop support, or technical support role</li></ul>
<ul><li>Working knowledge of Active Directory: user/group management, password policies, and basic GPO concepts</li></ul>
<ul><li>Familiarity with Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)</li></ul>
<ul><li>Experience supporting Windows 10/11 desktops and laptops in a domain-joined environment</li></ul>
<ul><li>Solid understanding of basic networking concepts (DNS, DHCP, TCP/IP, VPN)</li></ul>
<ul><li>Strong communication skills - you can explain technical issues in plain language and maintain a positive, patient demeanor with end users</li></ul>
<ul><li>Ability to manage and prioritize multiple open tickets while meeting SLA targets</li></ul>
<ul><li>A valid driver's license and willingness to travel between KCH office locations as needed</li></ul>
<p>NICE TO HAVE</p>
<ul><li>CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals (MS-900) certification</li></ul>
<ul><li>Experience with Intune/Endpoint Manager for device enrollment and policy management</li></ul>
<ul><li>Exposure to Remote Desktop Services (RDS), RemoteApp, or Azure Virtual Desktop</li></ul>
<ul><li>Basic PowerShell scripting ability (running scripts, simple automation tasks)</li></ul>
<ul><li>Familiarity with Jira, Confluence, or similar ticketing and documentation platforms</li></ul>
<ul><li>Experience in the homebuilding, construction, or real estate industry</li></ul>
<ul><li>Experience with Audio/Visual(AV) workflows and technologies</li></ul></div></div>

L1 Helpdesk Technician

Join Keystone Custom Homes and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Keystone Custom Homes

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L1 Helpdesk Technician