Helpdesk Technician II

About this role

<div class="content-intro"><p><span style="font-family: 'times new roman', times, serif; font-size: 14pt;">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.</span></p></div><p><span style="font-family: 'times new roman', times, serif; font-size: 14pt;"><span data-contrast="none">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. </span><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":0,"335559739":0,"335559740":240}"> </span></span></p> <p><span style="font-family: 'times new roman', times, serif; font-size: 14pt;" data-ccp-props="{}"> </span></p> <p><span style="font-family: 'times new roman', times, serif; font-size: 14pt;"><strong><span data-contrast="none">Responsibilities include but are not limited to:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":0,"335559739":160,"335559740":279}"> </span></span></p> <ul> <li><span style="font-family: 'times new roman', times, serif; font-size: 14pt;"><span data-contrast="none">Deliver advanced Tier 1 helpdesk support, including serving as backup and escalation support for Help Desk Technician I staff</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":2,"335559740":300}"> </span></span></li> <li><span style="font-family: 'times new roman', times, serif; font-size: 14pt;"><span data-contrast="none">Resolve intermediate troubleshooting issues for local and remote employees in a timely and effective manner</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":2,"335559740":300}"> </span></span></li> <li><span style="font-family: 'times new roman', times, serif; font-size: 14pt;"><span data-contrast="none">Maintain accurate documentation of issues, resolutions, and user requests within the IT ticketing system in accordance with established SLAs</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":2,"335559740":300}"> </span></span></li> <li><span style="font-family: 'times new roman', times, serif; font-size: 14pt;"><span data-contrast="none">Communicate issue status, resolution progress, and expected timelines to customers</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":2,"335559740":300}"> </span></span></li> <li><span style="font-family: 'times new roman', times, serif; font-size: 14pt;"><span data-contrast="none">Create and update helpdesk documentation, including technical how</span>‑<span data-contrast="none">to guides and troubleshooting resources</span><span…