Help Desk Support Technician

About Us

Carrier Enterprise (CE) is a subsidiary of Watsco, Inc., the largest independent HVAC/R distribution company in the world. CE distributes industry-leading brands such as Carrier, Bryant, Payne, GREE, and other HVAC and Refrigeration equipment, along with a full line of aftermarket parts, supplies, and accessories. With approximately 200+ locations across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada, and over 2,000 employees, CE provides best-in-class service through its vast footprint, inventory, and e-Commerce platform. Our vision is to become a world-class distribution company through the relentless pursuit of service excellence.

About the Role

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

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

• 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.
• Ability to pick up/move boxes up to 40 lbs., including lifting, twisting, and 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 Holidays
• 401(k) Plan with Employer Match
• Employee Discount Program
• Company Paid Volunteer Time Off