Position Summary: Landsea Homes is seeking a dedicated and skilled Helpdesk Technician to join our team. The ideal candidate will work directly with employees to diagnose and resolve technical issues, document work instructions, and assist in the setup and breakdown of satellite offices. This role requires strong customer service orientation and the ability to troubleshoot technical problems effectively.
Responsibilities: - Provide Tier 1 and Tier 2 technical support to employees via phone, email, and in-person.
- Diagnose hardware and software issues, guiding users through step-by-step solutions.
- Escalate unresolved issues to senior technical staff as necessary.
- Create and maintain clear and comprehensive documentation for troubleshooting procedures, work instructions, and user guides.
- Update knowledge base articles to improve support efficiency and user experience.
- Travel to satellite offices to assist in the setup and breakdown of equipment and software installations.
- Ensure all technical equipment is fully operational before new office openings.
- Assist with inventory management of IT assets and supplies.
- Participate in training sessions to enhance personal and team technical skills.
- Collaborate with IT team members on projects and initiatives.
- This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive list of all job duties. Responsibilities and activities may change at any time.
Tier 1 Support
- Basic troubleshooting of software and hardware issues.
- Password resets, account unlocks, and user setup.
- General IT inquiries and first-level support
Tier 2 Support
- In-depth troubleshooting of more complex technical issues.
- Installation and configuration of software applications.
- Network connectivity issues and printer setup.
Qualifications: - Proven experience in a helpdesk or technical support role, minimum of 1 - 3 years preferred.
- Must possess excellent customer service skills and ability to interact professionally with executives, managers, and subject matter experts.
- Strong knowledge of computer hardware, software, and networking concepts, prior work with Windows 11, Microsoft Azure and Cisco Meraki products preferred.
- Excellent troubleshooting skills and a customer-focused attitude.
- Ability to work independently and within a team environment; taking and following directions and completing tasks and assignments in a timely manner and with a positive attitude.
- Ability to travel frequently to various locations as required.
Physical Requirements: This is primarily a sedentary position. May be required to occasionally bend, stoop, reach, lift, move and carry office materials and supplies weighing 25 pounds or less. Finger dexterity is required to operate a computer keyboard. This position requires public contact, as such, appropriate business apparel and professional appearance is expected.
Travel Requirements: Up to 25% of travel may be required.
Landsea Homes is an equal opportunity employer. Candidates must be authorized to work in the United States.