Helpdesk Technician II

Helpdesk Technician II

Boston, Massachusetts, United States; Chicago, Illinois, United States; New York, New York, United States

Interested in joining a growing company where you will work with talented colleagues, enhance a supportive and energetic culture, and be part of the climate solution? At Energy Solutions, we focus on the big impacts. And we believe that market-based programs can be a powerful force to deliver large-scale energy, carbon, and water-use savings. Since 1995, we've harnessed that power to offer proven, performance-based solutions for our utility, government, and institutional customers.

We are looking for a Help Desk Technician II that will be responsible for delivering advanced Tier 1 IT support for local and remote employees. At Energy Solutions, the IT Department is responsible for the planning, maintenance, operation, implementation, and support of IT-related products and services across the organization. In this role, you will respond to support requests through the ticketing system and assigned channels and support physical equipment setup, troubleshooting, shipping, and equipment lifecycle management. In addition, the role contributes to documentation, process improvement, and supports the coaching of junior helpdesk staff. This position is ideal for someone who has experience supporting IT inventory management, onboarding and offboarding hardware processes, and the maintenance of audio/visual equipment across a company's facilities.

Responsibilities include but are not limited to:

• Deliver advanced Tier 1 helpdesk support, including serving as backup and escalation support for Help Desk Technician I staff
• Resolve intermediate troubleshooting issues for local and remote employees in a timely and effective manner
• Maintain accurate documentation of issues, resolutions, and user requests within the IT ticketing system in accordance with established SLAs
• Communicate issue status, resolution progress, and expected timelines to customers
• Create and update helpdesk documentation, including technical how-to guides and troubleshooting resources
• Ensure documentation reflects current systems, processes, and support standards
• Support administration activities or act as a subject matter resource for assigned minor IT systems
• Assist senior IT staff and Systems Administration teams with software rollouts, maintenance activities, and technical fixes as needed
• Support IT hardware inventory tracking, availability, and lifecycle management
• Assist with equipment setup, shipping, collection, repurposing, and disposal for employee onboarding and offboarding
• Support maintenance, troubleshooting, and limited procurement of audio/visual equipment used in conference and meeting rooms
• Assist the IT Hardware Team with internal office moves and buildouts as required
• Collaborate with IT team members to improve service delivery, processes, and user experience

Minimum Qualifications:

• Bachelor's degree (or a High School diploma and at least 5 years of related experience in IT support services)
• 3 years of experience providing IT help desk, desktop support, or end-user technical support in a professional environment
• Experience responding to and resolving Tier 1 support requests for local and remote users via ticketing systems, email, chat, or phone
• Experience supporting both Windows and macOS environments, including user account issues, software troubleshooting, and device configuration
• Experience supporting hardware lifecycle activities, including workstation setup, imaging, shipping, collection, and basic repairs
• Intermediate knowledge of Windows and macOS operating systems, including user configuration, OS troubleshooting, and common application support
• Basic to working knowledge of networking concepts (e.g., Wi-Fi, VPN, DNS, IP addressing) and ability to troubleshoot common connectivity issues
• Demonstrated working knowledge of provisioning, deprovisioning, and workstation management, including user access issues and basic troubleshooting
• Working knowledge of ITSM or help desk ticketing systems, with the ability to log, classify, prioritize, and document support requests accurately
• Strong customer service and communication skills, with the ability to explain technical concepts clearly to nontechnical users
• Ability to work independently to manage workload, prioritize tickets, and meet service expectations with minimal supervision
• Strong problem-solving skills, including the ability to resolve intermediate issues and appropriately escalate complex problems

Preferred Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field
• CompTIA A+, Network+, or equivalent industry certification
• Working knowledge of Microsoft Office 365 applications and SharePoint
• Working knowledge of identity and access management concepts (e.g., Active Directory, Azure AD, Okta)
• Familiarity with endpoint management tools (e.g., Intune, Jamf, or similar platforms)

The hourly range for this role is $32 - $36/hour based on experience and qualifications.

Compensation is commensurate with experience and includes a generous retirement package. Energy Solutions provides an excellent benefits package including medical, dental and vision insurance, other pre-tax contribution plans and an Employee Stock Ownership Plan (ESOP).