Service Desk Technician - IT

parental leave, paid time off, sick time, 401(k), profit sharing

At Henderson, we're about more than just buildings We're about the people, experiences, and longevity of a building. We're a company of problem-solvers and innovators known for our technical excellence and ability to provide come up with out-of-the-box solutions when it comes to design and construction. We love the process of bringing buildings to life - and keeping them in shape long after the doors open.

As an ESOP, each of our employee-owners are an essential part of our mission to lead the industry in innovation, sustainability, and client experience. With a vision to build a better world, Team Henderson has a people-first culture and diverse portfolio of world-class facilities.

We provide total building system design and construction services across multiple high-growth markets throughout the country for industry leaders. You'll get to use your talent to work on projects for some of the biggest names in mission-critical, higher education, sports, healthcare, grocery, restaurant, and retail within the sectors we serve in business, community, grocery, health, retail, and venue.

We're about more than just buildings. We're about you. You, and the hundreds of passionate employee-owners who make us who we are. We've always been committed to providing an inclusive workplace where people can bring their full self to work and helps people reach their full potential - both as professionals and individuals. Together, we provide dream up innovative solutions for our clients industry-wide problems, design and construct spaces that become landmarks, and toast the good life at our happy hours.

Take a peek into what makes us different here:

The Service Desk Technician I is the first point of contact for technical support within the organization. This role is responsible for providing Tier 1 support to end‑users, resolving basic technical issues, managing IT assets, and contributing to internal documentation. They are customer‑focused, detail‑oriented, and eager to grow their technical skills in a fast‑paced environment.

• Respond to and resolve service desk tickets as assigned in a timely and professional manner, while providing a high‑quality, consistent service experience within the defined Service Level Agreement (SLA).
• Provide excellent customer service through phone, email, and in‑person interactions.
• Assist with desk moves, badge provisioning, and PPE equipment (i.e. hardhats, safety vests) distribution.
• Support the reservation and set up of A/V and other meeting equipment. Perform password resets and basic account troubleshooting.
• Install and configure software applications on user devices.
• Diagnose and resolve basic hardware issues (e.g., peripherals, monitors, keyboards).
• Support VDI (Virtual Desktop Infrastructure) connections and printer installations.
• Assist with imaging and deployment of new devices.
• Adhere to established IT policies, procedures, and standards, and makes suggestions to improve processes. Maintain accurate inventory of IT assets including laptops, desktops, and peripherals.
• Tag new equipment with asset labels and update asset tracking systems.
• Process RMAs (Return Merchandise Authorizations) for defective equipment.
• Coordinate device upgrades and recycling of decommissioned hardware. Document and maintain end‑user technical support articles for the proper use of hardware and software.

• High school diploma or equivalent required.
• Technical certifications (e.g., CompTIA A+, Network+) or other relevant technical training preferred.
• 1 year of experience in technical support or service desk role preferred.
• Foundational understanding of Windows OS, Microsoft Office, basic networking principles including office / home connectivity over wired and wireless networks, and common IT tools and concepts.
• Experience with ITSM tools (e.g., Service Now, HALO, Jira Service Management).
• Strong communication and interpersonal skills.
• Ability to prioritize tasks and manage time effectively.
• Demonstrates professionalism, reliability and integrity with respect to job…