energysolutions
Helpdesk Technician II
At a Glance
- Location
- Boston, Massachusetts, United States; Chicago, Illinois, United States; New York, New York, United States
- Experience
- 5+ years
- Compensation
- hourly range for this role is $32 - $36/hour based on experience and
- Posted
- 2026-07-17T16:15:25-04:00
Key Requirements
Required Skills
Certifications
- CompTIA
Domain Knowledge
- Energy
- Insurance
- Medical
Benefits & Perks
medical, dental and vision insurance, other pre-tax contribution plans and a
Requirements
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
Responsibilities
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