Helpdesk Technician II

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

Interested in joining a growing company where you will work with talented colleagues, enhance a supportive and energetic culture, and be part of the climate solution? At Energy Solutions, we focus on the big impacts. And we believe that market-based programs can be a powerful force to deliver large-scale energy, carbon, and water-use savings. Since 1995, we’ve harnessed that power to offer proven, performance-based solutions for our utility, government, and institutional customers.

We are looking for a Help Desk Technician II that will be responsible for delivering advanced Tier 1 IT support for local and remote employees. At Energy Solutions, the IT Department is responsible for the planning, maintenance, operation, implementation, and support of IT-related products and services across the organization. In this role, you will respond to support requests through the ticketing system and assigned channels and support physical equipment setup, troubleshooting, shipping, and equipment lifecycle management. In addition, the role contributes to documentation, process improvement, and supports the coaching of junior helpdesk staff. This position is ideal for someone who has experience supporting IT inventory management, onboarding and offboarding hardware processes, and the maintenance of audio/visual equipment across a company’s facilities.

Responsibilities include but are not limited to:

• 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
• Ensure documentation reflects current systems, processes, and support standards
• Support administration activities or act as a subject matter resource for assigned minor IT systems
• Assist senior IT staff and Systems Administration teams with software rollouts, maintenance activities, and technical fixes as needed
• Support IT hardware inventory tracking, availability, and lifecycle management
• Assist with equipment setup, shipping, collection, repurposing, and disposal for employee onboarding and offboarding
• Support maintenance, troubleshooting, and limited procurement of audio/visual equipment used in conference and meeting rooms
• Assist the IT Hardware Team with internal office moves and buildouts as required
• Collaborate with IT team members to improve service delivery, processes, and user experience

Minimum Qualifications:

• Bachelor's degree (or High School diploma and at least 5 years of related experience in IT support services)
• 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
• Basic to working knowledge of networking concepts (e.g., Wi‑Fi, VPN, DNS, IP addressing) and ability to troubleshoot common connectivity issues
• Demonstrated working knowledge of provisioning, deprovisioning, and workstation management, including user access issues and basic troubleshooting
• Working knowledge of ITSM or help desk ticketing systems, with the ability to log, classify, prioritize, and document support requests accurately
• Strong customer service and communication skills, with the ability to explain technical concepts clearly to non‑technical users
• Ability to work independently to manage workload, prioritize tickets, and meet service expectations with minimal supervision
• Strong problem‑solving skills, including the ability to resolve intermediate issues and appropriately elevate complex problems

Preferred Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field
• CompTIA A+, Network+, or equivalent industry certification
• Working knowledge of Microsoft Office 365 applications and SharePoint
• Working knowledge of identity and access management concepts (e.g., Active Directory, Azure AD, Okta)
• Familiarity with endpoint management tools (e.g., Intune, Jamf, or similar platforms)

The hourly range for this role is $32 - $36/hour based on experience and qualifications.

AI Use

At Energy Solutions we believe in the importance of authentic interactions and equitable opportunities. We base our candidate selection on one’s own skills, knowledge, and experience. To ensure the integrity and fairness of our interview process, the use of artificial intelligence (AI) tools (including Generative AI) or other means to generate or assist with responses during interviews is strictly prohibited. This practice supports our commitment to create a transparent and equitable space where skills, knowledge and experience can truly shine.

Background Check Information

Information will be requested to perform the compulsory background check. A drug screen and authorization to work in the U.S. indefinitely are preconditions of employment. Energy Solutions is an equal opportunity employer.

Reasonable Accommodations

Energy Solutions is committed to providing access and reasonable accommodation for individuals with disabilities. If you require an accommodation in completing this application, interviewing, and/or completing any pre‑employment testing, or otherwise participating in the employee selection process, please email [e-mail].

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