The Person 
Do you love solving tech puzzles and helping people stay productive? We're looking for an IT Help Desk Technician who thrives on delivering fast, friendly, and reliable support. As the go-to contact for all things IT, you’ll troubleshoot hardware and software issues, guide users through everyday tech challenges, and keep our systems – and people – running smoothly. If you're a proactive problem-solver with solid IT know-how and a passion for great service, we’d love to meet you. 

Our ideal candidate is: 

• Humble. Quick to point out contributions of others and defines success collectively rather than individually. Supports healthy conflict and enjoys sharing credit with the team. Focused on fostering trust and leading by example. Willing to do any level of work and chip in whenever needed.  
• Hungry. Goes above and beyond to achieve team goals. Self-motivated and diligently looks for the next challenge. Encourages others on the team to continuously improve. Holds themselves and others accountable. Passionate about their work and their team. 
• People Smart. Strong interpersonal skills and trustworthy. Quick to build trust among their coworkers. Has good judgment and intuition around the subtleties of group dynamics and understands the impact of their words and actions. A sense of humor is a must. 
• Balanced. Smart, organized, process-oriented, and strategic. Able to think ahead and see the bigger picture. 
• Self-Aware. Handles problems proactively with good judgment and humility. Strong and responsive communicator, down to earth, and not easily offended. 
• Disciplined. Firmly rooted in their core values and does the right thing – even when no one is watching. 
• Goal-Oriented. Focuses on their own goals as well as the goals of the team and the organization. 
• Confident. Strong and logical. Calm and cool under pressure. 
• Lifelong Learner. Always looking to do more, learn more, and grow. 

Responsibilities
End-User Support and Training 

• First point of contact person for user support. 
• General software and hardware support. 
• Office 365 support. 
• Recover emails from archiving system. 
• Manage email spam filtering. 
• VPN and MFA user training, troubleshooting, and support. 
• General technology training for 100+ end-users (in office, remote). 
• First line of customer support for our internally developed SaaS platforms (including external clients). 

Device and Asset Management 

• Inventory management: Laptops, iPads, and peripherals for 100+ workspaces (in office, remote). 
• Warranty management and repair coordination. 
• General device support, including laptops, printers, cell phones, and iPads. 

System Configuration and Maintenance 

• Laptop and iPad deployment through Microsoft Intune. 
• Laptop software installation, upgrades, and configuration. 
• Perform basic hardware replacements, including hard drives, peripherals, and laptop batteries. 

Process Improvement & Collaboration  

• Identify recurring issues or user difficulties and recommend solutions, process improvements, or system enhancements. 
• Document internal resolutions and support processes and contribute to the development of standard operating procedures (SOPs) for system usage.  
• Maintain relationships with third-party vendor partners. 
• Manage help desk ticket workflows, including triage and assignment of support requests to the appropriate IT team members for efficient resolution. 
• Participate in regular IT team meetings (e.g., daily standups, sprint planning, and agile events) to stay informed on team activities and ensure alignment with ongoing initiatives. 

Key Relationships 
The IT Help Desk Technician reports directly to the Chief Information Officer and serves on the IT team while supporting internal customers across all departments as well as external Benchmark clients and vendors. 

Qualifications 
Required

• Education in a related field (e.g. IT, Computer Science, MIS) or 2+ years of experience in an IT Help Desk or Technical Support role. 
• Strong knowledge and hands-on experience with Microsoft Windows, Windows Server, Microsoft Teams, and Office 365. 
• Proficient in hardware and software installation, configuration, and upgrades. 
• Solid understanding of basic networking, virtual servers, terminal servers, and VPN technologies. 
• Skilled in troubleshooting and resolving end-user technical issues. 
• Excellent independent problem-solving skills with the ability to work self-directed and manage priorities. 
• Strong interpersonal and communication skills with the ability to build positive relationships with end-users across a hybrid environment. 
• Proven ability to manage and prioritize multiple projects with high attention to detail. 
• Ability to teach technology concepts to end-users with various levels of technology experience. 

Preferred 

• Experience with a Help Desk ticketing system (e.g., Zoho Desk). 
• Familiarity with Microsoft Intune for device management. 
• Experience supporting hybrid work environments (remote and in-office end-users). 
• Experience delivering end-user training and support to a large user base. 
• Certification in CompTIA A+ or similar. 
• Experience in the AEC industry or AutoDesk products.