Helpdesk Technician II
Environmental Air Systems
Provide advanced desktop, network, and software support as escalation point.
4 days ago ago
Intermediate (4-7 years)
Full Time
High Point, NC
Office Full-Time
Company Size
600 Employees
Service Specialisms
Mechanical Construction & Engineering
Off‑Site Modular Manufacturing
Building Automation & HVAC Service
Electrical Contracting & Engineering
Sector Specialisms
Healthcare
Pharmaceuticals
Industrial Manufacturing
Power Generation
Mission-Critical Data Centers
Role
What you would be doing
software troubleshooting
hardware support
network support
account management
system maintenance
deployment
- Communicate technical information clearly and effectively to non-technical users.
- Collaborate with other I.T. teams to resolve major outages or complex infrastructure-related issues.
- Create and update knowledge base articles (KBA) and standard operating procedures (SOPs) for both end-users and Level 1 staff.
- Troubleshoot and resolve software issues, including OS configurations (Windows), Microsoft 365/Google Workspace.
- Mentor and provide guidance to Level 1 Helpdesk staff.
- Diagnose, troubleshoot, and resolve hardware problems (desktops, laptops, printers, mobile devices, servers).
- Prioritize and manage multiple outstanding support tickets efficiently.
- Assist with monitoring and maintenance of I.T. systems, including patch management.
- Serve as an escalation point from Level 1 support for complex technical issues, including advanced operating system errors, network connectivity problems, and application-specific issues.
- Perform user account management, including creation, modification, and termination.
- Troubleshoot basic to intermediate network issues (TCP/IP, DNS, DHCP, VPN clients, Wi-Fi connectivity) in collaboration with Helpdesk Manager & IT Operations Staff.
- Configure and deploy new hardware and software.
- Thoroughly document all technical issues, troubleshooting steps, and resolutions in the ticketing system (e.g., Zendesk).
- Manage and troubleshoot security permissions for network shares and applications.
What you bring
comptia a+
md-100/101
active directory
microsoft 365
google workspace
5+ years
- Familiarity with ticketing systems and Service Level Agreements (SLAs).
- Proven experience handling escalated technical support issues.
- Experience with hardware repair and configuration (PC, laptop, peripheral components).
- Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101).
- Expert proficiency in troubleshooting and supporting Microsoft Windows (10/11).
- Minimum of 5-6 years of experience in a Helpdesk, Desktop Support, or I.T. support role.
- Basic understanding of networking concepts (IP addressing, Subnetting, basic switch/router configurations).
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- Equivalent experience may be considered in lieu of a degree.
- CompTIA A+
- Solid experience with troubleshooting and supporting Google Workspace and
- Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
- Maintain a high degree of professionalism and empathy while interacting with users via phone, email, remote connection, or in-person.
- Strong working knowledge of Microsoft Active Directory/Azure AD (user/group management, GPOs).
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
1953-founded
Year Established
The company was established in 1953, marking its long-standing presence in the industry.
$50–100M annual revenue
Revenue Range
Operates with annual revenue between $50 million and $100 million, balancing regional agility with national scale.
- Operates as a single-source provider merging mechanical, electrical, plumbing, building automation, and off-site modular manufacturing under one roof.
- Part of a national network, leveraging scale while maintaining high-quality, vertically integrated execution.
- Typical projects include custom air handling systems, modular utility plants, and mission-critical installations in healthcare, pharma, power, industrial, and data-center facilities.
- Holds UL-1995 certification for air handlers and operates ISO 9001 and ISO 45001 certified quality and safety systems.
- Off-site modular division accelerates construction, often halving schedules by building key components in controlled factory conditions.
- Commitment to safety and quality in all services
- Integrity and transparency in all business dealings
- Continuous improvement through innovation and teamwork
- Respect for people and fostering a collaborative work environment
- Providing solutions that enhance customer satisfaction
- Dedicated to reducing environmental impacts through energy-efficient solutions
- Utilize sustainable practices in the design and installation of systems
- Goal to reduce carbon footprint and energy consumption for customers
- Continuous efforts to use eco-friendly materials and technologies
- No specific net zero target date mentioned
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