Job description: Who We Are For decades, we have built a strong reputation for providing exceptional customer service, reliable equipment solutions, and expert support to customers in the construction, agriculture, landscaping, and industrial sectors. Our organization offers a comprehensive range of equipment, parts, service, and rental solutions and is backed by a dedicated team committed to operational excellence and customer success. We pride ourselves on fostering a collaborative, team-oriented culture that values safety, accountability, continuous improvement, and employee development.

Job Duties:

Serve as the first point of escalation for Tier 1 and Tier 2 technicians, providing hands-on support during escalations, high-volume periods, and critical incidents Mentor, coach, and hold helpdesk staff accountable to service standards, documentation quality, and professional customer support expectations Oversee daily ticketing operations, including ticket backlog, prioritization, aging tickets, first response time, resolution time, SLA compliance, escalation trends, and internal customer satisfaction Provide hands-on support for escalated issues involving Microsoft 365, Azure AD, networking, hardware, software, printers, mobile devices, and line-of-business applications Own and improve helpdesk processes, including ticket categorization, prioritization, escalation procedures, SOP adherence, knowledge base accuracy, and recurring issue reduction Support onboarding and offboarding processes, including account setup, equipment readiness, asset assignment and return tracking, access coordination, and access removal validation Reinforce cybersecurity and compliance expectations, including MFA usage, least-privilege access handling, phishing escalation, secure onboarding and offboarding, and policy adherence Support users across multiple locations and operating companies, coordinating remote and onsite support coverage while balancing priorities across business units Coordinate with third-party vendors, carriers, MSPs, software providers, and hardware partners; track vendor escalations through resolution and communicate status to users and IT leadership Prepare regular helpdesk performance summaries for IT leadership, identify recurring issues, and recommend corrective actions or continuous improvement opportunities Collaborate with IT leadership on projects, upgrades, asset lifecycle management, reporting, and compliance initiatives Experience 3-5+ years of IT support experience, with at least 1 year in a lead, senior, supervisory, or mentoring role Strong working knowledge of Windows 10/11, macOS, Microsoft 365, Azure AD, endpoint support, networking basics, printers, mobile devices, and common business applications Experience managing or improving ticketing system workflows, preferably with Freshservice, ServiceNow, or a similar ITSM platform Ability to use helpdesk metrics and reporting to manage workload, improve service quality, reduce recurring issues, and communicate performance to IT leadership Proven ability to coach, train, and support IT staff while building accountability, consistency, and strong documentation habits Understanding of cybersecurity best practices, including MFA, phishing response, least-privilege access, secure account handling, and escalation of potential incidents Strong communication, customer service, problem-solving, documentation, and follow-through skills Experience supporting multi-site or distributed business environments preferred Certifications such as CompTIA Network+, Security+, ITIL, Microsoft, or similar are preferred Candidates must be authorized to work in the U.S. All prospective employees will be subject to our pre-employment background screening process following acceptance of a job offer, including criminal background check, driving records, as well as education and work experience verification, depending on the position. We are a drug free workplace; drug and alcohol testing will be conducted as part of the post-employment offer process. This company is an equal employment opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and/or expression, Veteran status or other status protected by law.

Pay:

$90,000.00 - $120,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Vision insurance

Work Location:

In person