HelpdeskTechnicianII

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