Helpdesk Technician

Job Description

IT Desktop/Support Technician

Temperature Equipment Corporation (TEC), a WATSCO (WSO) Company, has been an industry leader known for technical expertise, value, best-in-class product availability, and driving customer loyalty for nearly 90 years and counting. TEC is also the Midwestern states largest distributor of air conditioning, heating, and refrigerant equipment, related parts, and supplies. We offer exceptional compensation packages; full benefits include health, dental, life, and AD D insurance, paid holidays vacation, and 401(k) with company matching.

Job description

The IT Desktop Support Technician will provide support of the daily activities of the local IT support Team. The position participates in the diverse job tasks of the IT team including but not limited to, support of general hardware and software, printers, projectors, and other related IT equipment. The Position may also perform limited network and server related support for request or projects as needed in cooperation with the IT System Administrator, Jr. System Administrator and Director of IT. The following details are not definitive and subject to change based on organizational needs

Essential Duties and Responsibilities

• Professionally answer inbound calls and respond to customer inquiries in a timely manner.
• Provide in-person, remote, phone and email technical support to employees over multiple services such as phone, email, and the Help Desk portal.
• Responsible for routing of incidents and requests through the Help Desk portal to other IT members and department leads
• Update technical documentation in the Knowledge Base/Share Point/OneNote for both internal and external consumption.
• Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional demeanor always.
• Process Help Desk incidents and requests as directed, to ensure that they are resolved in a timely manner and that the communication documented within is complete and respectful.
• Responsible for actively reaching out to supervisor for questions or escalation.
• Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer service skills of department.
• Troubleshoots, isolates, documents, and resolves problems reported by users; organizes problem resolution based on type and severity of request
• Informs users of progress and recommends method to eliminate multiple calls on previously reported problems
• Reset active directory passwords and username creation
• User account management in Active Directory and Exchange and various 3rd party applications
• Assist with new hardware/software set up and deployment (printer, pc, laptop, phone, projector)
• Maintains PC systems; performs quality analysis and follow-up
• Identifies and differentiates between hardware and software problems to assist with problem identification and resolution
• Communicates accurate technical information to management, support staff and users
• Responds to a rapidly changing technical environment and the requirements of the user community
• Keeps current and knowledgeable on all corporate approved software, as well as general technological advances

Skills, Knowledge, Abilities

• Exceptional customer service skills and concepts with excellent oral and written communication skills
• Understanding of general hardware and software as well as systems such as email, Microsoft products, storage platforms, etc. Able to explain complex IT issues to end users
• Working knowledge of various Windows operating systems and Microsoft Office
• Familiarity with Citrix, Microsoft Exchange, Active Directory environments, VoIP phone systems a plus
• Ability to stay calm in stressful situations
• Physically capable of climbing ladders and lifting to 30 pounds repeatedly
• Motivation for continued education through additional training and/or earn industry standard certifications as needed
• Proficient with current hardware and software technology
• Ability to use discretion and confidentiality with access to sensitive data and local administrative

Education and Experience

Associates degree and/or 1 year of related experience

Schedule Job Location

Onsite Fulltime in Lansing, IL (possibility of travel to other TEC locations as needed)

Fulltime days with flexibility of weekend availability and nights

Salary Expectations

Minimum Starting Rate of $22 an hour

Starting Rate Based on Experience

About Us

Integrity. Service. Value.

A nod and a handshake. A live voice when you call. Standing behind everything we do. It's been business as usual for over 80 years.

Sure, technologies and equipment change. And our growth allows us to satisfy the biggest HVAC/R needs. But we still know our business is built on the little things.

Keeping it human is what's helped us grow.

It's what's important to us as your HVAC partner.

Requirements

Associates degree and/or 1 year of related experience

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