This role requires a dependable and customer-oriented Helpdesk Technician to provide onsite IT support to our office staff in our Louisiana office. The Helpdesk Technician will assist with day-to-day technical issues, ensuring smooth operation of computers, networks, and office systems. In addition to providing high-quality technical support, this position serves as the primary onsite IT resource for the Louisiana office(s), contributing to operational efficiency, cybersecurity, continuous process improvement, knowledge management, and the successful implementation of IT initiatives.

Responsibilities

• Provide timely and professional support for computers, printers, mobile devices, and other IT equipment.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Assist with Office 365, email, and common business applications.
• Administer user account lifecycle activities including account provisioning, modifications, password resets, access permissions, and deactivation in accordance with established security policies and procedures.
• Set up new workstations and peripherals for employees.
• Maintain documentation of IT activities, support requests, and equipment inventory.
• Logs incident/trouble calls and e-mails into a ticketing system.
• Sets up user accounts within established security systems.
• Creates/maintains client access/permission groups using Active Directory.
• Ensures all work is complete and satisfactory.
• Provides quality support for Microsoft products.
• Provides support for printing, faxing, and 365 phone system including some IP based phones.
• Performs troubleshooting of hardware, software, network, and system errors while identifying root causes, recurring trends, and opportunities to reduce future incidents.
• Assists with setting up conference calls and video teleconferencing.
• Assists with end-user training by developing and maintaining user instructions, knowledge articles, and other educational resources that improve user proficiency and reduce recurring support requests.
• Windows profile setup and manipulation.
• Escalates tickets to Systems Engineering Team if required.
• Tracks current break/fix solutions for supported systems.
• Creates and update KB articles.
• Effectively managed ticket queue, regularly setting priorities throughout their work shift.
• Act as the first point of contact for user issues related to data access (Power BI dashboards, Data Lakehouse reports).
• Troubleshoot authentication, connectivity, permission, and access-related issues within Azure, Microsoft Entra ID (Azure Active Directory), Microsoft 365, and other cloud-based environments.
• Escalate unresolved data-related issues to the Data Engineer team with detailed logs and user impact analysis.
• Identify recurring technical issues and recommend improvements that increase efficiency, improve user experience, reduce support volume, or strengthen system reliability.
• Develop, maintain, and continuously improve Knowledge Base (KB) articles, technical procedures, and support documentation to promote consistency and self-service capabilities.
• Support organizational cybersecurity initiatives including Multi-Factor Authentication (MFA), endpoint security, identity management, device compliance, and security awareness efforts.
• Participate in hardware refreshes, software deployments, system upgrades, technology rollouts, and other IT infrastructure projects as assigned.
• Monitor assigned ticket metrics and workload to ensure timely response, accurate documentation, and compliance with departmental Service Level Agreements (SLAs).
• Collaborate effectively with Systems Engineering, Cybersecurity, Data Engineering, and other IT staff to resolve complex technical issues and improve service delivery.
• Promote positive customer experiences by providing responsive, professional, and solution-oriented technical support while effectively managing user expectations.
• Assist with maintaining technology asset inventories, lifecycle management, and equipment replacement planning.
• Other duties as assigned.

Required: 

• A minimum of 5 years of relevant experience is required in each of the following:
  • Mandatory - Desktop support experience with Microsoft products and operating systems
  • Mandatory – Desktop support experience with desktop hardware platforms, Microsoft Windows file and print, Windows desktop automation tools, workstation security, MS Active Directory
  • Mandatory - Microsoft 365 administration, troubleshooting and maintenance
  • Mandatory – Basic understanding of networking including IPv4 basic setup.

The following are strongly preferred

• Preferred - System administration experience with Windows Servers, MS 365 Exchange.
• Exposure to Azure Active Directory and cloud-based environments.
• Understanding of basic cyber security practices (password policies, MFA, endpoint security).

Additional Desired Qualifications

• Demonstrated ability to identify recurring technical issues and recommend long-term solutions that improve operational efficiency.
• Working knowledge of Microsoft Entra ID (Azure Active Directory), Microsoft Intune, Microsoft Defender, and cloud-based identity management concepts.
• Ability to manage multiple priorities while consistently meeting service expectations and deadlines.
• Experience supporting cybersecurity initiatives, endpoint protection, and user identity management.
• Demonstrated commitment to continuous process improvement, documentation, and customer service excellence.

Education / Training / Experience

• Bachelor's degree in computer science, information technology, or a related field is preferred.
• A minimum of 5 years of proven experience in a help desk support or technical support role, demonstrating a strong understanding of desktop, laptop, and mobile device hardware/software, operating systems, and network connectivity.
• Proficiency in diagnosing and resolving technical issues related to Windows platforms, Microsoft Office suite, email clients, and common business applications.
• Familiarity with troubleshooting network connectivity, printers, and peripheral devices.
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical individuals in a clear and concise manner.
• Strong problem-solving and analytical skills, with the ability to prioritize tasks, manage multiple assignments simultaneously, and work effectively under pressure.
• Customer-focused mindset with a dedication to providing exceptional service, maintaining professionalism, and managing customer expectations.
• Adept at working independently as well as collaboratively in a team-oriented environment.
• Relevant certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or ITIL Foundation are advantageous.
• Demonstrated ability to work independently in a local office environment while exercising sound judgment, initiative, and accountability.
• Ability to contribute to IT operational improvements through documentation, standardization, automation, and cross-functional collaboration.
• Commitment to ongoing professional development and continuous learning in emerging Microsoft technologies, cloud services, cybersecurity, and endpoint management.

Core Competencies

• Customer Service Excellence
• Technical Troubleshooting
• Problem Solving and Root Cause Analysis
• Continuous Process Improvement
• Information Security Awareness
• Communication Skills
• Collaboration and Teamwork
• Planning and Organization
• Initiative and Accountability
• Adaptability and Continuous Learning

Performance Expectations

The incumbent is expected to:

• Consistently meet or exceed departmental Service Level Agreements (SLAs) for response and resolution times.
• Demonstrate ownership of technical issues from initial request through successful resolution and customer follow-up.
• Identify opportunities to improve IT operations, increase user productivity, and reduce recurring technical issues.
• Maintain complete, accurate, and timely technical documentation and support records.
• Support organizational cybersecurity objectives by following established security practices and promoting secure technology usage.
• Maintain strong working relationships with employees throughout the organization while providing exceptional customer service.
• Demonstrate initiative by participating in IT projects, technology deployments, and process improvement activities beyond routine Helpdesk support responsibilities.
• Continuously develop technical knowledge and apply new skills to improve organizational effectiveness and service delivery.

Personal Qualities

IBTS places a high value on certain personal traits that work toward creating a positive, professional, and supportive work environment, which is essential for working together and achieving success. We believe “how” you achieve your results is as important as what you achieve. The following highlights the personal traits key for success within the organization.

• Customer-Centric Services to prioritize user satisfaction by providing clear, empathetic and timely support
• Accountability – Take ownership of issues from start to resolution, ensuring proper documentation and follow up
• Collaboration – Work closely with engineering, cybersecurity and data teams to resolve complex problems efficiently
• Continuous Learning – Stay updated on emerging technologies, cloud environments and security best practices 

Additional Requirements:

• Location:  LA - Onsite (local candidates only). 
• Travel: As needed between local offices within short commutable distance.

Bring your passion, expertise, and experience to IBTS, where we appreciate and are committed to our employees. We offer outstanding benefits, growth opportunities, and work hard to maintain a culture that values our employees. 

The Institute for Building Technology and Safety (IBTS) is a 501(c) (3) non-profit organization established to provide unbiased professional building code compliance services, while enhancing the communities in which we work. At IBTS, our mission is to deliver quality services to meet the challenges of governance at all levels while enhancing public safety, economic development, and the general welfare of the community. Our services include Building and Community Development, Energy and Sustainability Services, Disaster Planning and Recovery, Quality Assurance, as well as Compliance and Risk Monitoring.

IBTS is headquartered in Ashburn, VA, with additional offices in Louisiana, Missouri, New York, Oklahoma, North Carolina, Texas, Puerto Rico, and Washington, DC.

We are committed to building a community of experts with diverse backgrounds, disciplines, and perspectives who are passionate about our mission. IBTS is proud to be an Equal Opportunity and Affirmative Action Employer that maintains a diverse and inclusive workforce.  All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, national origin, age, disability or sexual orientation. This opportunity is open to Section S3 Residents.  Veterans and individuals with disabilities are encouraged to apply.

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