Level 1 Helpdesk Technician (48127)

The Level 1 Helpdesk Technician provides front-line technical support to employees and field technicians by diagnosing and resolving common hardware, software, and system issues. Primarily supporting a Windows environment with occasional Mac and mobile device troubleshooting, this on-site role ensures reliable technology access through timely assistance, accurate ticket documentation, and effective use of remote support tools. The technician also supports user onboarding and offboarding processes, helping maintain business continuity, delivering a positive end-user experience, and contributing to the overall efficiency of the IT team.

The Level 1 Helpdesk Technician is expected to perform all the essential duties timely and accurately, in accordance with all applicable company policies, procedures, processes, and practices, and in compliance with all federal, state, and local laws and regulations. The essential duties below are not intended to be all-inclusive, but rather indicative to the characteristics normally associated with the job. While it is intended to be an accurate reflection of the current job, the Company reserves the right to revise the job, due to reasonable accommodation or other reasons, and assign or reassign duties and responsibilities at any time.

• Follow, promote, and enforce all labor laws, safety policies, practices, and procedures to ensure safe working conditions and behaviors are maintained. Assist with safety investigations and safety hazards and/or incidents.
• Provide timely first-level technical support for end users across Windows, Mac, and mobile devices, ensuring prompt resolution of common hardware, software, and network issues.
• Perform routine tasks such as password resets, software installations, application troubleshooting, hardware setup, and printer/ peripheral support.
• Support both office-based and remote employees using remote access and troubleshooting tools to maintain productivity across locations.
• Handle user onboarding and offboarding, including device imaging, account provisioning/deactivation, system access requests, and ensuring proper data security protocols are followed.
• Escalate complex or unresolved issues to senior IT staff, providing detailed documentation in the ticketing system for continuity of support.
• Accurately log, categorize, and track all incidents, requests, and resolutions in the ticketing system, adhering to established SLAs and IT procedures.
• Participate in the on-call rotation to provide after-hours support, ensuring continuous IT coverage and timely response to urgent issues.
• Assist in inventory tracking, asset management, and documentation of IT equipment to maintain an accurate record of devices, licenses, and consumables.
• Provide end-user training and guidance on basic IT tools, security best practices, and company technology standards to promote self-service and reduce recurring issues.
• Maintain confidentiality and follow IT security protocols to safeguard company data, including adherence to password policies, multi-factor authentication, and acceptable use guidelines.
• Collaborate with IT team members to share knowledge, contribute to process improvements, and support IT initiatives or projects as assigned.
• Stay current with basic IT practices, tools, and company systems through continuous learning and training provided by the organization.
• Perform other relevant duties as assigned.

Qualifications:

• High school diploma or equivalent required; associate degree or coursework in Information Technology or a related field preferred.
• Minimum 1 year of experience in a desktop support, helpdesk, or related IT support role.
• Working knowledge of Windows 10/11 operating systems, with basic troubleshooting skills in MacOS and mobile platforms (iOS/Android).
• Ability to think critically, analyze problems, and troubleshoot technical issues independently or with minimal guidance.
• Strong basic diagnostic skills for hardware, software, and network-related issues.
• CompTIA A+ certification preferred; other relevant certifications (Network+, Microsoft, Apple, ITIL) are a plus.
• Strong verbal and written communication skills, with the ability to effectively share information across teams and stakeholders.
• Must possess a valid US driver’s license (or equivalent) and meet Motor Vehicle Record (MVR) verification requirements.

About Us

Juniper is a full-service landscape design, build, and management company servicing the Southeast. Our family of companies proudly includes Juniper, Davis Landscape, LMP, Elegant, Shooter & Lindsey, Rip’s, and Yohe’s.  We are recognized as award-winning leaders in our industry with over 30 locations and 2,000+ team members. At Juniper, the foundation of who we are, how we perform, and how we treat others is guided by our core values. We are committed to a culture that welcomes, grows, and celebrates people who share in our mission to design, build, and maintain the best landscaping in the industry. 

We offer career growth opportunities and excellent benefits (health/dental/vision insurance, 401K, and PTO plans).  Join our company, where we Welcome/Grow/Celebrate you at Juniper!