Helpdesk Technician II

EnergySolutions

Help Desk Technician II providing advanced Tier 1 IT support at Energy Solutions. Responsibilities include troubleshooting, documentation, and hardware management for local and remote team members.

Posted 6/25/2026full-timeRemote • Massachusetts, New York • 🇺🇸 United StatesMid-LevelSenior💰 $32 - $36 per hourWebsite

Tech Stack

Tools & technologies

DNSITSMMacOS

About the role

Key responsibilities & impact

Deliver advanced Tier 1 helpdesk support, including serving as backup and escalation support for Help Desk Technician I staff
Resolve intermediate troubleshooting issues for local and remote employees in a timely and effective manner
Maintain accurate documentation of issues, resolutions, and user requests within the IT ticketing system in accordance with established SLAs
Communicate issue status, resolution progress, and expected timelines to customers
Create and update helpdesk documentation, including technical how-to guides and troubleshooting resources
Ensure documentation reflects 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 activities, and technical fixes as needed
Support IT hardware inventory tracking, availability, and lifecycle management
Assist with equipment setup, shipping, collection, repurposing, and disposal for employee onboarding and offboarding
Support maintenance, troubleshooting, and limited procurement of audio/visual equipment used in 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

What you’ll need

Bachelor's degree (or a High School diploma and at least 5 years of related experience in IT support services)
3 years of experience providing IT help desk, desktop support, or end-user technical support in a professional environment
Experience responding to and resolving Tier 1 support requests for local and remote users via ticketing systems, email, chat, or phone
Experience supporting both Windows and macOS environments, including user account issues, software troubleshooting, and device configuration
Experience supporting hardware lifecycle activities, including 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 (e.g., Wi-Fi, VPN, DNS, IP addressing) and ability to troubleshoot common connectivity issues
Demonstrated 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 the ability to log, classify, prioritize, and document support requests accurately
Strong customer service and communication skills, with the ability to explain technical concepts clearly to nontechnical users
Ability to work independently to manage workload, prioritize tickets, and meet service expectations with minimal supervision
Strong problem-solving skills, including the ability to resolve intermediate issues and appropriately escalate complex problems.

Benefits

Comp & perks

Generous retirement package
Medical insurance
Dental insurance
Vision insurance
Pre-tax contribution plans
Employee Stock Ownership Plan (ESOP)

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT help desk supportdesktop supportend-user technical supportWindows operating systemmacOS operating systemnetworking conceptstroubleshootingticketing systemsworkstation managementaudio/visual equipment maintenance

Soft Skills

customer servicecommunication skillsproblem-solvingindependent worktime managementcollaborationdocumentation skillsescalation managementtechnical explanationprioritization

Certifications

Bachelor's degreeHigh School diploma with IT experience