Help Desk Support Technician

Help Desk Support Technician - HVAC Products

Carrier Enterprise has an exciting opportunity for a Help Desk Support Technician.

Carrier Enterprise (CE) is a premier national distributor specializing in residential and light commercial Heating, Ventilation, and Air Conditioning (HVAC) products, parts, and supplies. We serve licensed HVAC/R dealers and contractors, ensuring top-quality HVAC solutions across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada. With over 200+ locations, we are well-positioned to meet our customers' HVAC/R needs.

The Helpdesk/Desktop Support Technician is responsible for providing Level 1-3 support, including answering helpdesk calls, performing password resets, and creating tickets. Additionally, during downtime between calls, the technician will assist with imaging desktops and laptops. Troubleshooting hardware and software.

Key Responsibilities:

• Answer Level 1 helpdesk calls and provide support via phone or in person to local and remote sites
• Troubleshoot and resolve hardware, software, networking, user account, printer, telephony, and collaboration platform issues
• Create, manage, and resolve tickets in the Ninja One Ticketing system, keeping customers informed throughout the lifecycle
• Perform password resets, basic PC troubleshooting, and peripheral support (printers, hardware moves, cables)
• Support MS Windows 11, Office 365, Macintosh, Apple iOS, and Android devices
• Image desktops and laptops, and perform desktop/laptop installation and mobile device configuration
• Manage Microsoft Active Directory, update user accounts, and respond to system alerts per service levels
• Deploy, support, and troubleshoot antivirus software and cloud services (Office 365, OneDrive, Teams, SharePoint)
• Assist colleagues with ticket resolution when your queue is completed and make telephone system changes as instructed
• Set up and deactivate user accounts, devices, permissions, and business applications in accordance with company policies.
• Maintain accurate ticket documentation, technology asset inventories, system documentation, software updates, and equipment standards.
• Support office openings, relocations, conference room technology, remote employees, and company-wide technology deployments.
• Escalate security-related incidents and advanced technical issues to the appropriate teams in a timely manner.

Requirements Qualifications:

• Strong working knowledge of Microsoft 365, Windows operating systems, networking, endpoint support, and technical troubleshooting
• Excellent customer service, communication, documentation, and organizational skills.
• Ability to lift and transport standard IT equipment and travel between office locations when required
• Commitment to maintaining confidentiality and following established security procedures.
• Proficiency with Microsoft Windows 11 installation, configuration, and complex issue resolution
• Strong knowledge of MS Office 365 with ability to troubleshoot complex issues
• Experience with computer and peripheral hardware servicing, repairs, and physical equipment moves
• Must be able to pick up / move around boxes up to 40 lbs. Lifting / twisting/ bending.
• Excellent written and oral communication skills with ability to work effectively in a collaborative team environment
• Must be bilingual
• CompTIA A+ certified
• 3+ years of PC repair, troubleshooting, deployment and liquidation experience
• 3+ years of experience in help desk, desktop support, or systems administration.

Performance Metrics:

• Response and resolution times for support requests.
• Ticket backlog management and end-user satisfaction.
• Accuracy of device deployment and user access provisioning.
• Compliance with patch management, inventory tracking, and documentation standards.

Benefits:

• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance (Short-term and Long-term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holiday's
• 401(k) Plan with Employer Match
• Employee Discount Program
• Company Paid Volunteer Time Off

Invitation to Apply

Full-time and part-time positions are available. To explore this exciting opportunity and other career opportunities at Carrier Enterprise, visit our careers page.

Equal Opportunity Statement:

Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate based on age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants based on merit, qualifications, and competence.