IT Help Desk Technician

IT Help Desk Technician

The IT Help Desk Technician assists the Information Technology Department with help desk support, workstation setup, application management, and cybersecurity efforts. This full-time, in-office position is based in the downtown Indianapolis office and provides technical support to employees across company offices and jobsites. The role handles approximately 25–50 support tickets per business day and requires strong customer service, communication, organization, and problem-solving skills.

Duties and Responsibilities 

• Provide technical support to employees for hardware, software, applications, and account access, including troubleshooting, setup, installation, and user instruction.

• Maintain the operational effectiveness of workstations, laptops, printers, peripherals, conference room equipment, and business applications.

• Manage user accounts, password resets, multifactor authentication, group memberships, mailboxes, and file permissions.

• Assist with employee onboarding and offboarding, including workstation preparation, account setup, equipment recovery, and timely removal of system access.

• Support cybersecurity efforts by reviewing security requests, triaging phishing reports, monitoring alerts, and escalating potential security incidents as appropriate.

• Maintain accurate documentation of user requests, troubleshooting steps, hardware maintenance, software installations, and ticket resolutions to support tracking and reporting.

• Monitor the IT support queue, prioritize requests based on urgency and business impact, and escalate issues that require additional technical support.

• Assist with hardware, software, licensing, and IT asset tracking and inventory management.

• Follow established IT policies, procedures, and security guidelines.

Skills/Qualifications

• One to three years of experience in IT support, help desk, or a related technology field.

• Experience supporting Windows computers, printers, Microsoft 365, and a ticketing system.

• Working knowledge of Active Directory or Microsoft Entra ID, including user accounts, group memberships, and password resets.

• Familiarity with at least one of the following: Microsoft Intune, Todyl, or ThreatLocker.

• CompTIA A or Microsoft certification is preferred.

• College or university coursework or a degree in a related field is preferred.

• Experience with construction applications such as Viewpoint Vista, Bluebeam, or Procore is a plus.

Other Attributes

• Works well within a team-oriented environment focused on providing excellent customer service.

• Demonstrates effective written, verbal, and telephone communication skills.

• Maintains strong organizational skills and the ability to manage competing priorities in a high-volume support environment.

• Demonstrates sound judgment when handling security concerns and knows when to escalate issues.

• Possesses effective listening and observation skills.

• Demonstrates the ability to troubleshoot problems and develop practical solutions.

• Shows initiative and a willingness to learn new technologies and processes.

• Maintains composure and perseverance during busy periods.

• Able to work outside normal business hours or on nonbusiness days when necessary.

• Willing to travel occasionally to company offices and jobsites, including locations within 200 miles of the home office, and able to lift up to 50 pounds as needed to install or move equipment.

At Shiel Sexton, We Offer

• Medical, dental, and vision benefits.

• Health Savings Account (HSA) with employer contribution.

• Employee Stock Ownership Plan (ESOP) and 401(k) match.

• Generous paid time off (PTO) and paid holidays.

• Parental leave and wellness benefits.

• Company-sponsored events and additional voluntary benefits.

Shiel Sexton is an Equal Opportunity Employer (EOE/AA).

Please note that sponsorship and relocation assistance are not available for this position.

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