Help Desk Technician 1

Overview

MATT Construction, renowned for constructing landmark structures like The Broad Museum and Academy Museum of Motion Pictures, is currently hiring a Help Desk Technician 1. This position focuses on providing first-tier IT assistance to employees, safeguarding smooth operation and efficiency of IT resources.

Primary Duties

• Deliver prompt and professional first-level IT support through various channels including phone, email, ticketing systems, and face-to-face contact
• Diagnose and resolve issues related to hardware, software, printing, mobile devices, and fundamental networking components such as TCP/IP, DNS, and DHCP
• Properly escalate complex incidents with thorough documentation and context
• Support employee onboarding and offboarding processes including device preparation, account setup, and permissions verification
• Maintain excellent communication and customer service standards in office and on construction sites adhering to service level agreements
• Assist field teams with connectivity and mobility issues involving VPNs, Wi-Fi, and remote access
• Install, configure, and maintain Windows PCs, iOS mobile devices, printers, and other peripherals
• Support Microsoft 365 applications along with email, collaboration tools, and file sharing platforms
• Help with software installations, updates, and version management
• Offer foundational support for construction-specific platforms such as Procore and CMiC including user access and problem resolution
• Follow IT security policies covering password protocols and secure access
• Identify and report suspicious activities, phishing, or vulnerabilities promptly
• Assist with endpoint protection measures, routine updates, and essential security settings
• Conduct user education on cybersecurity best practices and ensure immediate remediation of any account breaches
• Communicate clearly with both technical and non-technical personnel
• Facilitate user training and onboarding on various IT systems and software
• Work collaboratively with IT colleagues and other departments demonstrating accountability and reliability

Candidate Qualifications

• A Bachelor's degree is preferred; however, relevant experience will be considered as an alternative
• Between 2 to 5 years experience in a helpdesk or technical support capacity, ideally within construction or related fields
• Familiarity with Windows operating systems, Microsoft Office, and typical business software
• Understanding of basic network protocols including TCP/IP, DNS, and DHCP with troubleshooting capability
• General knowledge of computer hardware and peripheral devices
• Experience using helpdesk ticketing tools is advantageous
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft are favorable
• Strong verbal and written communication skills complemented by problem-solving and analytical expertise

Physical & Environmental Requirements

• Capability to lift and carry weights up to 25 pounds
• Willingness to work on construction sites where exposure to dust, noise, and weather variability may occur

Compensation and Benefits

• Hourly wage ranging from $36 to $43
• Eligibility for annual bonuses and deferred compensation
• Comprehensive and cost-effective insurance plans
• 401(k) retirement plan with company matching
• Employee Stock Ownership Plan (ESOP)
• Paid time off benefits
• Reimbursement opportunities for education
• Student loan repayment assistance program