Description:
Summary:
The IT Support Technician is responsible for providing hands-on and remote IT support across Landus locations, with a strong emphasis on field-based technical work in industrial/ag environments. This role supports end users, installs and maintains network and camera infrastructure, and helps ensure reliable connectivity across facilities. The technician will provide hands-on support, diagnose technical problems, and contribute to improving overall IT service efficiency. Landus is committed to developing talent from within, and this role provides a strong foundation for career progression in IT.
Essential Duties & Responsibilities:
Other duties may be assigned.
End-User Support & Service Desk
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Provide Level 2 IT support by answering Service Desk calls, monitoring the ticket queue, and resolving escalated issues
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Assist Level 1 Support via phone and Microsoft Teams with advanced troubleshooting and guidance
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Deliver in-person support at various Landus locations as needed
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Clearly, concisely, and promptly document all work and customer interactions in the Kaseya AutoTask ticketing system
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Ensure adherence to established service level agreements (SLAs)
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Proactively communicate status updates and resolutions to end users
Field Support & Infrastructure Work
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Travel to company locations to diagnose and resolve IT issues in office and industrial (grain elevator) environments
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Install, configure, and troubleshoot network equipment including routers, switches, Access Points and wireless radio systems
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Run, terminate, and test Cat5/Cat6 network cable
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Install, configure, and maintain IP camera systems. Experience with Genetec systems is a plus
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Assist with VoIP system setup, troubleshooting, and device deployment
Proactive Maintenance & Continuous Improvement
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Identify and address potential issues through routine site visits and proactive assessment
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Recommend improvements to enhance network reliability and user experience across locations
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Collaborate with internal IT teams to reduce recurring issues and improve support processes
Customer Experience & Collaboration
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Build strong working relationships with end users and department managers
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Advocate for a seamless, efficient, and positive IT support experience
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Partner with other IT teams (Backend, Dev/Data, OT/Automation) on escalated or complex issues
On-Call & Availability
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Participate in an on-call rotation (approximately every 4–5 weeks) to provide support after-hours as needed
Documentation & Continuous Improvement
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Create and maintain clear documentation for technical processes, troubleshooting steps, and end-user self-help resources.
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Develop documentation aimed at reducing recurring issues and improving first-call resolution.
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Identify and implement process improvements that reduce ticket volume and drive overall productivity.
Requirements:
Position Requirements:
Education & Experience:
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A bachelor’s degree (B.S./B.A.) in Computer Science, Information Technology, or a related field is preferred.
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An associate’s degree in computer science or equivalent experience (3-6 years) with relevant IT certifications will also be considered.
Skills Required:
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Experience with a broad range of end-user technologies, including Windows, Microsoft 365 products, and remote desktop/terminal services.
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Strong troubleshooting skills, diagnostic abilities, and customer service orientation.
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Ability to apply technical knowledge effectively to resolve IT-related problems.
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Ability to terminate network cable.
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Excellent communication skills to assist and educate end users.
Certificates, Licenses, & Registrations:
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A valid driver’s license is required, as this role involves travel to various locations.
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Employees must adhere to the organization's motor vehicle safety policy.
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Certifications such as CCNA, MCSE, MCTS, or ITIL are highly desirable but not required.
Physical Requirements:
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This role involves maintaining IT equipment, including transporting, unpacking, and installing computer systems or servers.
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The employee must be able to lift up to 40 lbs. to chest height and carry equipment up to 20 feet.
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Ability to navigate tight maintenance spaces, stairs, and ladders as needed.
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May require tolerance for working at heights.
Work Environment:
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The work environment includes office settings, server rooms, and occasional customer locations.
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Exposure to high places, outdoor conditions, and electrical equipment.
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Noise levels are typically moderate.
