IT Help Desk Technician

About us:

Scalo Inc is the shared services company for the Scalo Companies, supporting construction businesses like Burns & Scalo Roofing, Scalo Solar Solutions, NexGen Metal Design Systems, and Burns & Scalo Roofing Ohio. We provide expertise in accounting, HR, safety, marketing, warehousing, and administration, allowing each company to focus on its core operations while benefiting from centralized support and innovation.

Position Summary: 

The IT Help Desk Technician is the first point of contact for employees who need technology support at Scalo Inc. This role troubleshoots hardware, software, network and account issues across office and field locations, keeps users productive, and documents every request through to resolution. The technician also serves as backup support for AI and IT implementation projects.

Our Values Statement:

Every great company starts with great team members. At The Scalo Companies, we're looking for individuals who live our OWNERS values every day. We believe in taking ownership, winning together, never settling, elevating others, protecting our reputation, and putting safety first. If that sounds like you, we'd love to have you on our team.

Key Responsibilities:

User support

• Respond to help desk tickets, calls, emails and walk-ups within defined service-level targets.
• Diagnose and resolve issues with Windows desktops and laptops, printers, scanners, mobile phones and tablets.
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and company business applications, including accounting and project management software.
• Escalate complex issues to senior IT staff or vendors and follow up until closed.
• Provide remote support and travel to offices and field sites when on-site help is needed.

Accounts and access

• Create, modify and disable user accounts in Active Directory / Entra ID and Microsoft 365.
• Reset passwords, manage multi-factor authentication and assign security group permissions.
• Process new-hire onboarding and employee offboarding on schedule.

Hardware and asset management

• Image, configure and deploy computers, phones and peripherals.
• Maintain an accurate inventory of IT assets, warranties and software licenses.
• Coordinate hardware repairs, replacements and secure disposal.

Systems and security

• Apply patches and updates and verify endpoint protection is current.
• Perform basic network troubleshooting (Wi-Fi, VPN, switches, connectivity).
• Monitor backups and report failures to the IT Manager.
• Follow security policies and report suspected phishing or security incidents immediately.

AI and IT implementation support (backup)

• Serve as backup support for AI tool and IT system rollouts, covering for the primary implementation lead when needed.
• Help configure, test and deploy new AI tools and IT systems, and verify user access and permissions.
• Train and support employees as they adopt new AI tools and systems, and gather their feedback.
• Document implementation steps, known issues and usage guidelines in the knowledge base.
• Follow company policies on AI use, data privacy and security, and report concerns to the IT lead.

Documentation and training

• Log all work in the ticketing system with clear notes and resolution steps.
• Write and update knowledge-base articles and how-to guides.
• Train employees on hardware, software and security best practices.
• Perform other IT duties as assigned.

Required Qualifications:

• Strong organization and follow-through, with the ability to keep many open items (contracts, change orders, certified payroll, closeouts) moving to completion.
• Comfortable contacting general contractors, owners, and subcontractors by phone and email to obtain documents and payments.
• Customer focus, problem solving, learning orientation, detail-orientation, time management, thoroughness, and strong math skills.
• Must possess the skills to interact with multiple Project Managers and Estimators.
• Be able to shift from one project to another working with several Managers and Estimators at a time.
• Proficiency in Microsoft Office (Outlook, Word, Excel, and Teams).
• Minimum of two years of experience in an administrative, contract administration, or project coordination capacity, preferably in construction
  

Required Qualifications:

• High school diploma or GED.
• 1–2 years of help desk, desktop support or related IT experience (internships count).
• Working knowledge of Windows 10/11, Microsoft 365 and Active Directory.
• Basic understanding of networking concepts: TCP/IP, DNS, DHCP, VPN and Wi-Fi.
• Experience using a ticketing system.
• Strong customer-service skills and patience explaining technical issues to non-technical users.
• Clear written and verbal communication.
• Ability to prioritize multiple requests and work independently.
• Valid driver's license and reliable transportation for travel between locations.
  

Preferred Qualifications: 

• Associate's degree in Information Technology, Computer Science or a related field.
• CompTIA A+, Network+ or Security+, or Microsoft 365 certification.
• Experience with Intune, Autopilot or other device-management tools.
• Familiarity with construction or accounting software such as Sage 300 CRE.
• Experience supporting remote and field-based users.
• Basic PowerShell scripting.

Physical Requirements:

• Exposure to work - Office Work Environment.
• Ability to occasionally move about inside the office to access and maintain file cabinets, office equipment, etc.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range.
• Lift and/or move up to 50 pounds across office for various needs.
• Ability to sit; Occasionally climb or balance, and stoop, kneel, crouch or crawl.

Benefits:

• Profit Improvement Incentive
• 15 Days of Paid Time Off and 7 paid Company holidays
• Health, Dental, and Vision Insurance
• Company-paid life insurance
• 401(k) with company match
• Short and Long-Term Disability Insurance options
• Health Savings Account with company contribution
• Employee Assistance Program (EAP)