Regional IT Helpdesk Technician

Regional IT Helpdesk Technician Dublin, OH 43016

Kwest IT Helpdesk Technician Position Description

Position: IT Helpdesk Technician

Report to: IT Manager

Job Description Overview

The Helpdesk Technician at Kwest Group provides vital IT support to office and field users across multiple regions. As the first point of contact for technical issues, you will troubleshoot and resolve hardware, software, network, and mobile device problems. In addition to day-to-day support, you will be active in IT projects. The role involves regional travel, providing remote and on-site support to ensure smooth operations and a positive user experience.

Responsibilities

Diagnose and resolve technical problems related to hardware, software, networks, and mobile devices for office and field users.

Provide efficient IT support via phone, email, or in-person, addressing user issues promptly and professionally.

Create, modify, and manage user accounts and access permissions using Active Directory and other business applications.

Install, configure, and maintain computer systems, peripherals, software applications, and mobile devices to ensure smooth operations.

Manage company-issued mobile devices, ensuring they are correctly configured and functional for users.

Travel to Kwest Group locations to provide on-site technical assistance as needed, especially for field users.

Use a ticketing system (i.e. Zendesk) to document user issues, troubleshooting steps, and resolutions, ensuring accurate tracking.

Monitor IT systems and mobile devices to proactively identify and resolve potential issues.

Provide users with basic training on hardware, software, and mobile devices to improve their efficiency and productivity.

Track IT inventory, including hardware, software, and mobile devices, to ensure proper resource management.

Work with infrastructure, development, and systems teams to escalate issues or support more significant IT initiatives.

Participate in and support IT projects when directed, contributing to implementing and rolling out new technology solutions.

Ensure professionalism and excellent customer service in all interactions with end users, providing prompt and effective issue resolution.

Education & Qualifications

High school diploma or equivalent is required.

Associates or bachelor’s degree in Information Technology, Computer Science, or a related field is preferred but not required.

CompTIA A, Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or similar certifications are not required at the time of hire but must be obtained within the first two years of employment.

May be required to complete additional training and certifications as they pertain to this position.

0 – 2 years of experience in IT support or related fields or willing to complete an internship with Kwest Group.

Familiarity with Zendesk or similar ticketing systems is preferred but not required.

Strong communication and interpersonal skills for explaining technical issues to non-technical users.

Analytical and problem-solving abilities to quickly diagnose and resolve technical issues.

Effective time management and ability to prioritize tasks under pressure.

A customer-centric approach to ensure a positive user experience.

Valid driver’s license and reliable transportation for travel to regional locations.

Flexibility to work outside regular business hours, including evenings and weekends, as required.

High attention to detail and ability to follow established procedures accurately.

Willingness to learn new technologies and adapt to evolving business needs.

Working Conditions & Physical Demands

Frequently required to sit; talk or hear; and use hands to handle, or touch objects or controls.

Regularly required to stand and walk. On occasion the team member may be required to stoop, bend or reach above the shoulders.

Travel from site to site will be required.

Work environment will normally be an active construction site. Exposure to dust, noise, high heat, extreme cold, and rain should be expected.

Team member must be physically able to perform repetitive motion and heavy lifting, as described below.

Must be able to maintain effective audio and visual discrimination and perception to the degree necessary for the successful performance of assigned

Must wear all employer-mandated personal protective equipment, including hard hat, safety glasses, ear plugs, safety vests, and safety-toed work boots. Other PPE may be required from time to time depending on special safety concerns. All PPE will be provided by the company at no cost to the employee, other than safety boots.

Must be able to hear with or without the use of a hearing device and clearly see at least 30 feet with or without the use of corrective vision lens. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The team member must be able to differentiate and / or identify colors.

Must be able work while wearing a respirator if necessary.

Alternate standing and walking on uneven terrain surfaces, such as hillsides, muddy and icy soils, and other working surfaces. Safe negotiation of all types of surface conditions will always be required.

Continual lifting of up to 50 lbs. for distances of 30 feet or more.

Constant pushing and pulling of certain tools and materials will be required over a day’s work.

Must have knowledge of occupational hazards in construction field and standard safety practices. Must be able to pass the 30 Hour OSHA testing and First Aid/CPR requirements before starting work.

Must complete and meet requirements under the physical demands of this job description through a pre-employment physical examination.

About Kwest Group

At Kwest Group, we are driven by a clear mission: to lead the civil construction industry through an unwavering commitment to safety, quality, and customer service. As a 100% employee-owned company (ESOP), we empower our team members to take ownership of every project, fostering innovation and excellence from concept to completion. Central to our mission is a steadfast commitment to ensuring zero harm to every team member on every project. This commitment to zero harm is complemented by a comprehensive focus on total human health.

Founded in 2003, Kwest Group has grown from its roots in Port Clinton, Ohio, to become a trusted partner across the United States and the Caribbean. Our journey is defined by building strong, lasting relationships with our clients, grounded in mutual trust, integrity, and a deep understanding of their unique needs.

Core Values

Our core values—Safety, Quality, and Customer Service—are the pillars that support everything we do. These values guide our decisions, shape our culture, and ensure that every project meets the highest standards.

Core Focus

Our core focus is to enrich the lives of our team members by fostering strategic growth and profitability, ensuring a safe, thriving, and values-driven company. We believe that by investing in our people, we create a foundation for long-term success that benefits our clients, team members, and communities

Our Niche

Kwest Group excels in performing complex civil construction projects safely. Our expertise enables us to tackle the most demanding projects with confidence, delivering exceptional results that our clients can rely on.

Target Market

Our target market includes energy, industrial, public, federal, and rail clients across the United States, with particular emphasis on the Midwest, Appalachia, and Southeast regions. We remain open to engaging with like-minded partners from any location when the right opportunity arises. We seek clients who exhibit financial stability, align with our core values, foster collaborative relationships, and share a forward-thinking perspective.

Four Uniques

Kwest Group stands out in the industry with our four uniques:

Safety Priority: Safety is ingrained in our culture and is our foremost commitment on every project.

Agile Team: Our adaptable and responsive team is capable of quickly adjusting to the evolving needs of our clients and projects.

Collaborative Construction Services: We foster strategic partnerships and interconnected relationships to deliver superior outcomes.

Team Integrity Focus: Integrity guides our team’s actions, ensuring transparency, fairness, and accountability throughout our organization.

Our dedication to safety and excellence has been recognized industry wide. Kwest Group was honored as the Associated Builders and Contractors (ABC) 2024 Contractor of the Year and has received national safety recognition awards from prestigious organizations like ABC and the Associated General Contractors of America (AGC).

At Kwest Group, we are also dedicated to making a positive impact beyond our project sites. Our Environmental, Social, and Governance (ESG) initiatives reflect our commitment to responsible business practices, from reducing our carbon footprint to fostering a diverse and inclusive workplace.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

EEO

Kwest Group maintains a non-discrimination policy for all team members and applicants in every facet of the company’s operations. In compliance with federal and state laws, Kwest Group recruits, hires, trains, and promotes all qualified team members, in all job titles, without unlawful discrimination based on race, color, creed, religion, sex, gender identity or expression, sexual orientation, pregnancy, age, citizenship, national origin, disability, veteran status or genetic information.

Accessibility: If you need an accommodation as part of the employment process please contact Human Resources atEmail: hr@kwestgroup.comEqual Opportunity Employer, including disabled and veterans.If you want to view the Know Your Rights: Workplace Discrimination is Illegal poster, please choose your language:English (https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal) –Spanish (https://www.eeoc.gov/es/conozca-sus-derechos-la-discriminacion-en-el-lugar-de-trabajo-es-ilegal-0) –Arabic (https://www.eeoc.gov/ar/arf-hqwqk-altmyyz-fy-mkan-alml-ghyr-qanwny) -Chinese (https://www.eeoc.gov/zh-hans/lejienindequanli-zhichangqishishiweifade) English–Spanish (https://www.eeoc.gov/sites/default/files/migratedfiles/employers/eeocginasupplementspanish.pdf) –Chinese (https://www.eeoc.gov/sites/default/files/migratedfiles/employers/eeocginasupplementchinese.pdf) If you want to view the Pay Transparency Policy Statement, please click the link:English (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transpEnglishunformattedESQA508c.pdf)

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