Helpdesk Technician II

Energy Solutions - USA is hiring a Helpdesk Technician II to support local and remote employees with advanced Tier 1 IT troubleshooting and equipment lifecycle activities.

Responsibilities

• Provide advanced Tier 1 helpdesk support for local and remote users
• Serve as backup and escalation support for Help Desk Technician I staff
• Resolve intermediate troubleshooting requests in a timely and effective manner
• Document issues, resolutions, and user requests in the IT ticketing system according to established SLAs
• Update customers on issue status, resolution progress, and expected timelines
• Create and maintain helpdesk documentation, including technical how-to guides and troubleshooting resources
• Keep documentation aligned with current systems, processes, and support standards
• Support administration activities or act as a subject matter resource for assigned minor IT systems
• Assist senior IT staff and Systems Administration teams with software rollouts, maintenance, and technical fixes as needed
• Support IT hardware inventory tracking, availability, and equipment lifecycle management
• Assist with equipment setup, shipping, collection, repurposing, and disposal for onboarding and offboarding
• Support maintenance, troubleshooting, and limited procurement of audio/visual equipment for conference and meeting rooms
• Assist the IT Hardware Team with internal office moves and buildouts as required
• Collaborate with IT team members to improve service delivery, processes, and user experience

Requirements

• Bachelor's degree (or High School diploma plus at least 5 years of related IT support experience)
• 3 years of experience providing IT help desk, desktop support, or end-user technical support in a professional environment
• Experience handling Tier 1 support requests for local and remote users via ticketing systems, email, chat, or phone
• Experience supporting Windows and macOS, including user account issues, software troubleshooting, and device configuration
• Experience with hardware lifecycle activities such as 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 (Wi-Fi, VPN, DNS, IP addressing) with ability to troubleshoot common connectivity issues
• Working knowledge of provisioning, deprovisioning, and workstation management, including user access issues and basic troubleshooting
• Working knowledge of ITSM or help desk ticketing systems, with ability to log, classify, prioritize, and document requests accurately
• Strong customer service and communication skills, including explaining technical concepts to nontechnical users
• Ability to work independently to manage workload, prioritize tickets, and meet service expectations with minimal supervision
• Strong problem-solving skills, including resolving intermediate issues and escalating complex problems appropriately

Technologies

• Windows
• macOS
• Wi-Fi
• VPN
• DNS
• IP addressing
• Active Directory
• Azure AD
• Okta
• Microsoft Office 365
• SharePoint
• Intune
• Jamf

Benefits

• Medical, dental and vision insurance
• Other pre-tax contribution plans
• Employee Stock Ownership Plan (ESOP)
• Generous retirement package

Preferred Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field
• CompTIA A+, Network+, or equivalent industry certification
• Working knowledge of Microsoft Office 365 applications and SharePoint
• Working knowledge of identity and access management concepts (Active Directory, Azure AD, Okta)
• Familiarity with endpoint management tools (Intune, Jamf, or similar platforms)

Location and Work Model

• Chicago, IL (remote)
• Predominantly remote workforce with offices in six different locations
• Employees within 40 miles of an office (except New York) will be assigned to that location; in-office attendance requirements may vary by team

Compensation

• USD 32 - 36 per hour based on experience and qualifications

Application and Employment Requirements

• Use of AI tools (including Generative AI) or other means to generate or assist with responses during interviews is strictly prohibited to ensure interview integrity and fairness
• Background check will be requested
• Drug screen and authorization to work in the U.S. indefinitely are preconditions of employment
• Not accepting applications from candidates residing in Delaware, Kentucky, Mississippi, Montana, Nebraska, and North Dakota

Reasonable Accommodations

• Energy Solutions provides access and reasonable accommodation for individuals with disabilities
• Email [email protected] for accommodations with the application, interviewing, pre-employment testing, or participation in the selection process