Helpdesk Technician II

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 aHelp Desk Technician IIthat willberesponsible fordeliveringadvancedTier 1 IT supportfor local and remote employees.At Energy Solutions,theIT Departmentis responsible forthe planning, maintenance, operation, implementation, and support of IT-related products and services across the organization.In thisrole, you willrespond to support requests through the ticketing system and assigned channels andsupportphysical equipment setup, troubleshooting, shipping, and equipment lifecycle management.In addition, the rolecontributesto documentation, process improvement, andsupportsthe coaching of junior helpdesk staff.Thispositionis ideal for someone who hasexperiencesupportingIT inventory management, onboarding and offboarding hardware processes, and the maintenance of audio/visual equipment acrossacompany'sfacilities.

Responsibilities include but are not limited to:

• DeliveradvancedTier 1 helpdesk support, includingservingas backup and escalation support for Help Desk Technician I staff
• Resolveintermediate troubleshooting issues for local and remote employees ina timelyand effective manner
• Maintainaccuratedocumentation of issues, resolutions, and user requests within the IT ticketing systemin accordance withestablished SLAs
• Communicateissue status, resolution progress, and expected timelines to customers
• Create and updatehelpdesk documentation, including technicalhowtoguides and troubleshooting resources
• Ensuredocumentation reflects current systems, processes, and support standards
• Supportadministration activities or act as a subject matter resource for assigned minor IT systems
• Assistsenior IT staff and Systems Administration teams with software rollouts, maintenance activities, and technical fixes as needed
• SupportIT hardware inventory tracking, availability, and lifecycle management
• Assistwith equipment setup, shipping, collection, repurposing, and disposal foremployeeonboarding and offboarding
• Supportmaintenance, troubleshooting, and limited procurement of audio/visual equipment used in conference and meeting rooms
• Assistthe IT Hardware Team with internal office moves and buildouts asrequired
• Collaboratewith IT team members to improve service delivery, processes, and user experience

• Bachelor'sdegree(ora High School diplomaandat least5years of related experience in IT support services)
• 3years of experience providing IT help desk, desktop support, orendusertechnical 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.,WiFi, VPN, DNS, IP addressing) and ability to troubleshoot common connectivity issues
• Demonstrated working knowledge ofprovisioning,deprovisioning, andworkstationmanagement,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 tonontechnicalusers
• 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, * Bachelor's degree in information technology, Computer Science, or a related field
• CompTIA A+, Network+, or equivalent industry certification
• Working knowledge ofMicrosoft 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)

At Energy Solutions we believe in the importance of authentic interactions and equitable opportunities. We base our candidate selection on one's own skills, knowledge, and experience. To ensure the integrity and fairness of our interview process, the use of artificial intelligence (AI) tools (including Generative AI) or other means to generate or assist with responses during interviews is strictly prohibited. This practice supports our commitment to create a transparent and equitable space where skills, knowledge and experience can truly shine.