Help Desk Technician II: IT Support & Hardware Specialist

Energy Solutions Internships; Boston (MA); On-site; USD 44,083 - 49,593; Full time

Job summary

Energy Solutions is seeking a Help Desk Technician II to deliver advanced Tier 1 IT support for local and remote employees. The role involves ticketing system handling, hardware lifecycle management, and documentation in a fast-paced IT environment.

You will assist with software rollouts, AV equipment support, and IT infrastructure tasks, while collaborating across IT teams to improve service delivery and user experience.

Qualifications

• Bachelor's degree or High School diploma with 5+ years IT support experience.
• 3 years of IT help desk, desktop support, or end-user technical support experience.
• Experience handling Tier 1 support requests via ticketing systems, email, chat, or phone.
• Experience supporting Windows and macOS environments, including user accounts and device configuration.
• Experience with hardware lifecycle activities (setup, imaging, shipping, collection).
• Knowledge of Windows and macOS OS troubleshooting and common applications.
• Basic networking concepts (Wi-Fi, VPN, DNS, IP addressing) and troubleshooting connectivity issues.
• Experience provisioning/deprovisioning and workstation management, including user access issues.
• Familiarity with ITSM/help desk ticketing systems and documenting support requests.

Responsibilities

• Provide advanced Tier 1 helpdesk support for local and remote employees.
• Troubleshoot intermediate issues and manage tickets to resolve them promptly.
• Maintain accurate, SLA-compliant documentation of issues and resolutions.
• Communicate status and timelines to customers.
• Create and update helpdesk guides and troubleshooting resources.
• Keep documentation aligned with current systems and processes.
• Assist senior IT staff with software rollouts and maintenance.
• Support hardware inventory tracking and lifecycle management.
• Assist with equipment setup, shipping, and onboarding/offboarding needs.
• Support audio/visual equipment in meeting rooms and office moves.

Skills

Customer service

Communication

Problem solving

Independent work

Ticketing systems

Education

Bachelor's degree

High School diploma + 5 years IT support experience

Tools

Ticketing system

Office 365

SharePoint

Intune

Jamf

Active Directory

Azure AD

Okta

Job description

Energy Solutions is seeking a Help Desk Technician II to deliver advanced Tier 1 IT support for local and remote employees. The role involves ticketing system handling, hardware lifecycle management, and documentation in a fast-paced IT environment.

You will assist with software rollouts, AV equipment support, and IT infrastructure tasks, while collaborating across IT teams to improve service delivery and user experience.