Help Desk Tech 1

Help Desk Tech 1

Soil-Nail Holdings 04 - IT

GeoStabilization International (GSI), Access Limited, and RoadGuard together form a leading infrastructure solutions platform dedicated to protecting people and strengthening critical infrastructure across North America and New Zealand.

GSI is the premier geohazard mitigation firm specializing in emergency slope stabilization, landslide repair, grouting, and micropiles through innovative design-build delivery. Access Limited brings over a century of steep-slope expertise and operates North America's largest fleet of spider excavators, delivering complex rockfall and geotechnical solutions in the most challenging environments. RoadGuard, founded in 2024, unites industry-leading roadway safety companies providing guardrail, bridge railing, highway signage, fencing, and specialty fabrication services.

Across all our businesses, we are driven by innovation, extreme ownership, technical excellence, and a relentless commitment to measurable results that improve safety and infrastructure resilience.

Position Summary

The Helpdesk Technician I serves as the first point of contact for IT support across the organization. This entry-level, Windows-focused role is responsible for triaging, troubleshooting, and resolving hardware, software, and network issues for end users, while maintaining a high standard of customer service for a distributed, multi-site workforce. It's a strong starting point for someone looking to build a career in IT support.

GSI has more than 1300 employees and supports users of all technology abilities, most of them in the field doing construction work, as well as remote and on-premises professional and hourly employees.

NOTE: GSI will not sponsor visas or relocate for this position. To be considered, you must live within commutable distance of our Westminster, HQ and have current work authorization.

Key Responsibilities

• Field and respond to helpdesk tickets and phone calls; log, prioritize, and track issues through resolution in the ticketing system.
• Provide first-line troubleshooting for Windows 10/11 desktops, laptops, and peripherals, including printers, scanners, docking stations, and monitors.
• Administer user accounts in Active Directory and Azure AD, including password resets, account unlocks, group membership changes, and onboarding/offboarding processes.
• Install and configure laptops using standard imaging and endpoint management tools.
• Troubleshoot basic network connectivity issues (Wi-Fi, VPN, SaaS) and escalate more complex problems as needed.
• Support Microsoft 365 applications (Outlook, Teams, Entra accounts).
• Support third-party applications and various SaaS platforms, including installation, access, and permissions.
• Set up and support workstations, monitors, and conference room/AV equipment for local office and field locations.
• Maintain clear, accurate documentation of issues and resolutions in the ticketing system.
• Escalate unresolved or complex incidents to tier 2 support or the helpdesk lead.
• Provide weekly orientation calls with new employees to set up initial login, security, and systems access.
• Track and manage IT asset inventory for provisioning, upgrading, and receiving returned equipment.

Required Qualifications

• High school diploma or equivalent required; Associate's degree or technical certification in an IT-related field preferred.
• 0-2 years of experience in a helpdesk, desktop support, or IT support role.
• Working knowledge of Windows 10/11 operating systems and common Microsoft Office/365 applications.
• Basic understanding of Active Directory, core networking concepts (TCP/IP, DNS, DHCP), and remote support tools.
• Strong customer service orientation with clear written and verbal communication skills.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Ability to lift and move IT equipment up to 50 lbs and perform basic desk-side hardware installations.

Preferred Qualifications

• CompTIA A+, Network+, or equivalent certification.
• Experience with ticketing systems such as ServiceNow, SolarWinds, or Zendesk.
• Familiarity with Azure AD, Intune, or other endpoint management tools.
• Prior experience supporting a distributed, multi-site, or field-based workforce.

Work Environment

• Based at GSI's Westminster, CO headquarters or a GSI remote office hub, working a hybrid schedule.
• Primarily office-based, providing deskside and remote support.
• May require occasional after-hours or on-call support for critical issues.

US pay range for this role.

$71,000-$88,000 USD

Soil Nail Holdings and its subsidiaries are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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