Help Desk Associate

Fourseasonsheatingcooling; Northern (KY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance (employer subsidized

Accident Insurance

Critical Illness Insurance

Hospital Indemnity Insurance

Dental Insurance

Vision Insurance

Short-Term Disability

Long-Term Disability

Basic Life Insurance

Holiday Pay

Paid Time Off

401(k) with matching

Credit Union

Cellular Discounts

Job summary

Four Seasons Heating, Air Conditioning, Plumbing & Electric is seeking a Helpdesk Technician to support our IT team in Bedford Park, IL. You will respond to employee requests, diagnose issues, and manage tickets using Jira, maintaining a range of devices and apps in a hybrid service environment.

Role requires at least 2 years in IT helpdesk, strong Windows and Dell hardware knowledge, and experience with AD, M365, and Intune. On-site work is required with occasional travel to other offices.

Qualifications

• Minimum 2 years of IT helpdesk support experience.
• Experience with Jira or ServiceNow case management.
• Strong knowledge of Windows OS and Dell hardware.
• Experience with Active Directory, Microsoft 365, and Azure Entra ID.
• Experience with Android mobile support; Samsung Knox a plus.
• Willingness to travel to other offices occasionally.
• Excellent communication and customer service skills.

Responsibilities

• Respond to employee support requests via Jira, phone, email, Teams, and in person.
• Diagnose and resolve technical issues to minimize employee impact.
• Track and manage tickets using Jira.
• Maintain office IT equipment including mobile devices, printers, VC systems, and wireless access points.
• Provide support for workstations and peripherals.
• Facilitate onboarding/offboarding by setting up workspaces and accounts.
• Provide support for business apps and Microsoft hybrid service environments.
• Advise employees on how to request help from the helpdesk.
• Escalate complex issues to Level 3 when necessary.
• Work shifted hours Monday-Friday 7:30a-6p CT; after-hours rotation.
• Occasionally report to other Four Seasons offices.

Skills

Communication skills

Customer service

Independent work

Time management

Tools

Jira

ServiceNow

Active Directory

Microsoft 365

Azure Entra ID

Intune

Windows

Job description

Job Details

Job Location: Bedford Park - Bedford Park, IL 60638

Salary Range: $65,000.00 - $75,000.00 Salary/year

Job Title: Helpdesk Technician

Company: Four Seasons Heating, Air Conditioning, Plumbing & Electric

Location: Bedford Park, IL

Pay: $65k-$75k

About Us

Four Seasons Heating and Cooling is Chicagoland’s leading provider of HVAC, electrical, plumbing, duct cleaning, and backup generator services. We are committed to delivering exceptional service to our customers by equipping our back-office and field teams with exceptional technology support, ensuring they have the necessary tools for success. We are currently seeking a skilled and motivated Helpdesk Technician to join our IT team and support our fast-paced and rapidly growing company.

Job Responsibilities

• Respond to employee support requests submitted via ticketing system (Jira), phone, email, Teams chat, and in-person visits.
• Diagnose and resolve technical issues efficiently to minimize employee impact.
• Track and manage support tickets using our case management system (Jira).
• Maintain and troubleshoot office IT equipment, including mobile devices (Android), printers, video conferencing systems, wireless access points, etc.
• Provide support for employee workstations and devices, including laptops, desktops, thin clients, monitors, docking stations, and peripherals.
• Facilitate employee onboarding and offboarding by setting up workspaces, including laptop/desktop, monitors, docking station, headset, mobile devices, and managing user accounts.
• Provide support for a wide range of business applications, and Microsoft hybrid service environments.
• Be an advocate for the helpdesk to advise employees on how to request support from the helpdesk.
• Escalate complex issues to Level 3 support, if necessary.
• Work shifted hours, as needed, to provide Helpdesk support to the company during the hours Monday-Friday 730a-6p CT.
• Be part of the Helpdesk after-hours support rotation to provide support for critical issues outside of normal business hours.
• Occasionally report to other Four Seasons offices on a scheduled or as-needed basis to support employees or projects.

Job Requirements

• This position requires daily attendance at our Bedford Park, IL office and is not eligible for hybrid work. May require occasional travel to other offices.
• Excellent communication and customer service skills are critical for this role.
• Minimum 2 years of experience in an IT helpdesk support role.
• Minimum 2 years of experience using a support case management system such as Jira or ServiceNow.
• Deep knowledge troubleshooting and supporting Windows Operating system and Dell laptop and desktop computers.
• Significant experience managing users in Active Directory, Microsoft 365, and Azure Entra ID.
• Experience supporting Android mobile. Familiarity with Samsung Knox mobile device management a plus.
• Experience managing Windows laptop and desktop computers using Microsoft Intune.
• Experience supporting Windows Server and Linux virtual machines a plus.
• Experience supporting network devices such as wireless access points and switches a plus.
• Strong organizational skills and attention to detail.
• Ability to work independently and handle multiple tasks simultaneously.
• Experience working for an HVAC, electrical, plumbing, managed service provider, or other service-oriented industries is a plus.
• Must have reliable transportation. Preference given to candidates with valid driver’s license and own vehicle.

Benefits

• Medical Insurance (employer subsidized)
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Dental Insurance (free to employees)
• Vision Insurance (free to employees)
• Short-Term Disability (free to employees)
• Long-Term Disability
• Basic Life Insurance (free to employees)
• Holiday Pay
• Paid Time Off
• 401(k) with matching
• Credit Union
• Cellular Discounts

Equal Opportunity & Reasonable Accommodation

Four Seasons is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Four Seasons is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation, contact Human Resources at 773-284-6161 Ext 5010.