Help Desk Support Technician - HVAC Products | Carrier Enterprise |
Introduction:
Carrier Enterprise has an exciting opportunity for a Help Desk Support Technician
Company Description:
Carrier Enterprise (CE) is a premier national distributor specializing in residential and light commercial Heating, Ventilation, and Air Conditioning (HVAC) products, parts, and supplies. We serve licensed HVAC/R dealers and contractors, ensuring top-quality HVAC solutions across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada. With over 200+ locations, we are well-positioned to meet our customers' HVAC/R needs.
Company Website:
www.carrierenterprise.com
Job Overview:
The Helpdesk/Desktop Support Technician is responsible for providing Level 1-3 support, including answering helpdesk calls, performing password resets, and creating tickets. Additionally, during downtime between calls, the technician will assist with imaging desktops and laptops. Troubleshooting hardware and software
Key Responsibilities:
- Answer Level 1 helpdesk calls and provide support via phone or in person to local and remote sites
- Troubleshoot and resolve hardware, software, networking, user account, printer, telephony, and collaboration platform issues
- Create, manage, and resolve tickets in the Ninja One Ticketing system, keeping customers informed throughout the lifecycle
- Perform password resets, basic PC troubleshooting, and peripheral support (printers, hardware moves, cables)
- Support MS Windows 11, Office 365, Macintosh, Apple iOS, and Android devices
Image desktops and laptops, and perform desktop/laptop installation and mobile device configuration
- Manage Microsoft Active Directory, update user accounts, and respond to system alerts per service levels
- Deploy, support, and troubleshoot antivirus software and cloud services (Office 365, OneDrive, Teams, SharePoint)
- Assist colleagues with ticket resolution when your queue is completed and make telephone system changes as instructed
- Set up and deactivate user accounts, devices, permissions, and business applications in accordance with company policies.
- Maintain accurate ticket documentation, technology asset inventories, system documentation, software updates, and equipment standards.
- Support office openings, relocations, conference room technology, remote employees, and company-wide technology deployments.
- Escalate security-related incidents and advanced technical issues to the appropriate teams in a timely manner.
Requirements Qualifications:
- Strong working knowledge of Microsoft 365, Windows operating systems, networking, endpoint support, and technical troubleshooting
- Excellent customer service, communication, documentation, and organizational skills.
- Ability to lift and transport standard IT equipment and travel between office locations when required
- Commitment to maintaining confidentiality and following established security procedures.
- Proficiency with Microsoft Windows 11 installation, configuration, and complex issue resolution
- Strong knowledge of MS Office 365 with ability to troubleshoot complex issues
- Experience with computer and peripheral hardware servicing, repairs, and physical equipment moves
- Must be able to pick up / move around boxes up to 40 lbs. Lifting / twisting/ bending.
- Excellent written and oral communication skills with ability to work effectively in a collaborative team environment
- Must be bilingual
- CompTIA A+ certified
- 3+ years of PC repair, troubleshooting, deployment and liquidation experience
- 3+ years of experience in help desk, desktop support, or systems administration.
Performance Metrics:
Success in this role will be evaluated through:
- Response and resolution times for support requests.
- Ticket backlog management and end-user satisfaction.
- Accuracy of device deployment and user access provisioning.
- Compliance with patch management, inventory tracking, and documentation standards.
Benefits:
- Health Insurance
- Health Savings Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance (Short-term and Long-term)
- Employee Assistance Program (EAP)
- Tuition Reimbursement & Professional Development
- Paid Vacation & Sick time
- Company Paid Holiday's
- 401(k) Plan with Employer Match
- Employee Discount Program
- Company Paid Volunteer Time Off
Invitation to Apply
Full-time and part-time positions are available. To explore this exciting opportunity and other career opportunities at Carrier Enterprise, visit our careers page at www.carrierenterprise.com/careers. Learn more about our company and team.
Equal Opportunity Statement:
Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate based on age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants based on merit, qualifications, and competence.