Environmental Air Systems ยท 1 day ago
Helpdesk Technician II
High Point, NC
Full-time
Onsite
Senior Level
5+ years expEnvironmental Air Systems is seeking a Helpdesk Technician II who will serve as an escalation point for complex technical issues. The role involves troubleshooting hardware and software problems, managing user accounts, and collaborating with IT teams to resolve major outages.
Heating Ventilation and Air Conditioning (HVAC)Industrial EngineeringManufacturing
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
Required
Minimum of 5-6 years of experience in a Helpdesk, Desktop Support, or I.T. support role
Proven experience handling escalated technical support issues
Expert proficiency in troubleshooting and supporting Microsoft Windows (10/11)
Strong working knowledge of Microsoft Active Directory/Azure AD (user/group management, GPOs)
Solid experience with troubleshooting and supporting Google Workspace and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
Familiarity with ticketing systems and Service Level Agreements (SLAs)
Basic understanding of networking concepts (IP addressing, Subnetting, basic switch/router configurations)
Experience with hardware repair and configuration (PC, laptop, peripheral components)
Preferred
Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred
Equivalent experience may be considered in lieu of a degree
CompTIA A+
CompTIA Network+
Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101)
ITIL Foundation
Company
Environmental Air Systems
Environmental Air Systems engages is a full-service mechanical contractor and custom-built HVAC equipment manufacturer.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2011-11-02Acquired
Leadership Team
R
Romaine Camera
Chief Executive Officer at Environmental Air Systems, a Comfort Systems USA Company
Company data provided by crunchbase