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Comfort Systems USA · 2 months ago

Helpdesk Technician II

High Point, NC (EAS HQ)

Full-time

Onsite

Senior Level

5+ years exp

Comfort Systems USA is a leading provider in the HVAC industry, and they are seeking a Helpdesk Technician II to provide advanced technical support. The role involves troubleshooting complex technical issues, managing user accounts, and collaborating with IT teams to ensure efficient operations.

ConstructionHeating Ventilation and Air Conditioning (HVAC)IndustrialService Industry

Responsibilities

Serve as an escalation point from Level 1 support for complex technical issues, including advanced operating system errors, network connectivity problems, and application-specific issues

Diagnose, troubleshoot, and resolve hardware problems (desktops, laptops, printers, mobile devices, servers)

Troubleshoot and resolve software issues, including OS configurations (Windows), Microsoft 365/Google Workspace

Perform user account management, including creation, modification, and termination

Manage and troubleshoot security permissions for network shares and applications

Configure and deploy new hardware and software

Troubleshoot basic to intermediate network issues (TCP/IP, DNS, DHCP, VPN clients, Wi-Fi connectivity) in collaboration with Helpdesk Manager & IT Operations Staff

Assist with monitoring and maintenance of I.T. systems, including patch management

Thoroughly document all technical issues, troubleshooting steps, and resolutions in the ticketing system (e.g., Zendesk)

Create and update knowledge base articles (KBA) and standard operating procedures (SOPs) for both end-users and Level 1 staff

Maintain a high degree of professionalism and empathy while interacting with users via phone, email, remote connection, or in-person

Communicate technical information clearly and effectively to non-technical users

Prioritize and manage multiple outstanding support tickets efficiently

Collaborate with other I.T. teams to resolve major outages or complex infrastructure-related issues

Mentor and provide guidance to Level 1 Helpdesk staff

Qualification

Microsoft Windows troubleshootingMicrosoft Active DirectoryGoogle Workspace supportMicrosoft 365 applicationsNetworking conceptsHardware repairTicketing systemsCustomer serviceEmpathyCollaborationDocumentationCommunicationMentoringTime management