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Helpdesk Technician II

Energy Solutions - USA Chicago, IL 🇺🇸 Remote

Chicago, IL

Today

$32 - $36/hr Full time Active Directory Azure Active Directory Desktop Support

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Job Description

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 accommodation@energy-solution.com for accommodations with the application, interviewing, pre-employment testing, or participation in the selection process

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