Help Desk Support Technician

Help Desk Support Technician - HVAC Products | Carrier Enterprise |

Introduction

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

Company Description

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.

Company Website

www.carrierenterprise.com

Job Overview

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

Success in this role will be evaluated through

• 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 at www.carrierenterprise.com/careers. Learn more about our company and team.

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.

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