Help Desk Support Technician

Carrier Enterprise; Orlando (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health Insurance

Health Savings Account

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

EAP

Tuition Reimbursement

Paid Vacation/Sick Time

401(k) Match

Discount Program

Volunteer Time Off

Job summary

Carrier Enterprise is seeking a Help Desk Support Technician to provide Level 1-3 support across local and remote sites, including imaging desktops and laptops. Troubleshooting hardware and software issues, you will create and manage tickets, keeping customers informed throughout the lifecycle.

The role supports MS Windows 11, Office 365, Mac iOS, and Android devices, with deployment of antivirus software and cloud services.

Qualifications

• 3+ years in help desk, desktop support, or systems administration.
• 3+ years of PC repair and deployment experience.
• CompTIA A+ certification required.
• Bilingual English/Spanish required.

Responsibilities

• Answer Level 1 helpdesk calls and support via phone or in person to local and remote sites.
• Troubleshoot hardware, software, networking, user accounts, 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.

Skills

Microsoft 365

Windows OS

Networking

Help desk

Customer service

Communication

Documentation

Security procedures

Bilingual

CompTIA A+

PC repair

Tools

Ninja One

Active Directory

Job description

About Us

Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.

About Us

Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it. Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!

Find out more about CE at www.carrierenterprise.com.

Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).

- 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

Full-time and part-time positions are available.

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.