L1 Helpdesk Technician

ABOUT THE ROLE

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.

RESPONSIBILITIES

• Triage and resolve L1 support tickets in Jira Service Management covering hardware, software, network connectivity, and account access issues

• Create, modify, and disable user accounts in Active Directory and Entra ID, including password resets, group membership changes, and employee onboarding/offboarding workflows

• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) and troubleshoot licensing, access, and configuration issues

• Set up, image, and deploy Windows workstations and laptops using Intune and standard KCH build procedures

• Troubleshoot printer, scanner, VPN, and basic network connectivity issues across office and field locations

• Document resolutions, workarounds, and recurring issues in the internal knowledge base (Confluence) to build a self-service resource for the team

• Escalate complex infrastructure, application, or security issues to L2/L3 support with clear, thorough documentation of troubleshooting steps taken

WHAT WE'RE LOOKING FOR

• 1-3 years of experience in an IT helpdesk, desktop support, or technical support role

• Working knowledge of Active Directory: user/group management, password policies, and basic GPO concepts

• Familiarity with Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)

• Experience supporting Windows 10/11 desktops and laptops in a domain-joined environment

• Solid understanding of basic networking concepts (DNS, DHCP, TCP/IP, VPN)

• Strong communication skills - you can explain technical issues in plain language and maintain a positive, patient demeanor with end users

• Ability to manage and prioritize multiple open tickets while meeting SLA targets

• A valid driver's license and willingness to travel between KCH office locations as needed

NICE TO HAVE

• CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals (MS-900) certification

• Experience with Intune/Endpoint Manager for device enrollment and policy management

• Exposure to Remote Desktop Services (RDS), RemoteApp, or Azure Virtual Desktop

• Basic PowerShell scripting ability (running scripts, simple automation tasks)

• Familiarity with Jira, Confluence, or similar ticketing and documentation platforms

• Experience in the homebuilding, construction, or real estate industry

• Experience with Audio/Visual(AV) workflows and technologies