SKILLS & EXPERIENCE • This role is well-suited to candidates early in their IT career — up to 1 years of experience in a helpdesk or IT support role, or equivalent demonstrated technical ability, is preferred• Solid understanding of Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)• Experience with Windows 10/11 desktop support and troubleshooting• Familiarity with Microsoft Entra ID (Azure AD) for user and device management• Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs)• Demonstrated experience using a helpdesk ticketing system (e.g., Atera, ConnectWise, ServiceNow, or similar) as a core part of daily workflow• Proven ability to manage and prioritize multiple concurrent requests in a fast-paced environment• Exceptional interpersonal and communication skills, with a track record of maintaining professionalism and empathy when dealing with frustrated or difficult users• Strong communication skills with the ability to explain technical issues to non-technical users• A methodical, patient approach to troubleshooting and problem-solving DESIRABLE (BUT NOT ESSENTIAL) • Experience with Microsoft Intune or endpoint management tools• Exposure to Microsoft Defender or similar security platforms• Knowledge of SharePoint Online or Teams administration• Familiarity with Apple iOS and mobile device management (MDM) tools• Familiarity with industry software such as the Trimble Suite, Autodesk, or Atera —experience with these platforms is a bonus, though full training will be provided• CompTIA A+, Microsoft certifications (MD-102, MS-900), or equivalent• Experience in a trade, construction, or field services environment• A genuine eagerness to learn across a broad and varied scope of IT — from end-user support through to systems, security, and beyond. Acts as a customer-focused, proactive problem-solver who is skilled in troubleshooting hardware, software, and connectivity issues, comfortable supporting a fast-paced environment, and experienced in managing day-to-day helpdesk operations.