What are the responsibilities and job description for the L1 Helpdesk Technician position at Keystone Custom Homes?
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
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
- 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
- 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