Help Desk Technician ID-11446
Here is what you will be doing as part of the team:
Business Title: Help Desk Technician
Objective
The Help Desk Technician is responsible for providing technical support to all levels of staff, including both in-house and field customers. This role involves the installation, configuration, and troubleshooting of various applications and operating systems. As the first line of assistance, the Help Desk Technician plays a crucial role in maintaining business continuity. The ideal candidate will possess excellent problem-solving abilities, strong communication and interpersonal skills, and a positive, customer-friendly attitude. A strong technical understanding of desktop and laptop hardware, software applications, and network connectivity is essential.
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About Us
Looking for a cool job? Join the HVAC industry leader!
Gemaire Distributors is a fully owned subsidiary of Watsco, Inc. (NYSE: WSO), the largest network of HVAC distribution businesses in the U.S. As one of Watsco's subsidiaries, Gemaire distributes top-quality HVAC/R equipment and supplies from more than 110 locations in 12 states including Florida, Georgia, North Carolina, South Carolina, Mississippi, Texas, Virginia, Alabama, Louisiana, California, Nevada and Arizona. Our customer-focused associates, vast inventory and technology initiatives allow us to provide our customers with best in class service.
As a member of the Gemaire team you will enjoy:
- Exciting opportunities with a company that is growing
- Great work hours! Standard business hours are Monday-Friday with occasional Saturdays
- Competitive pay
- Paid time off
- Tuition assistance
- Medical, dental, and vision insurance
- Life insurance coverage
- 401(k) Plan
- Employee Stock Purchase Plan
- Short Term/Long Term Disability
- Health Savings Account with employer contribution
- Employee Referral Program
- Employee Purchase Program
Don't Leave Your Future Up in the Air
Apply for a COOL Job Today!
Job Requirements
Duties and Responsibilities
- Answer incoming customer calls and manage trouble tickets.
- Troubleshoot software and hardware issues both in person and via phone.
- Escalate support calls to the supervisor when necessary.
- Install and configure applications and operating system software and upgrades.
- Train end users in the effective use of equipment and software.
- Monitor network and system health to ensure optimal performance.
- Fully track and document all calls and requests.
- Produce service request/problem incident reports and initiate follow-up actions to ensure timely resolution and closeout.
- Track all action items and referrals through to resolution.
- Communicate project status, deliverables, priorities, and contingencies to relevant stakeholders.
- Maintain and seek knowledge about current industry-wide support practices and their potential impact on the support business.
- Stay updated on the latest in desktop and laptop hardware, software applications, and networking systems.
- Maintain flexibility and adaptability to meet the evolving needs of the organization.
In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.
Required Qualifications
- Minimum of 1-2 years of related experience required.
- Proficient in configuring Windows 7 and Windows 8.
- Working knowledge of Microsoft Office suite products and antivirus/spam software.
- Experience troubleshooting laptops, desktops, tablets, and printer issues in a LAN/WAN environment.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving skills.
- Effective organizational and time management skills.
- Flexibility to work evening and weekend hours, with on-call availability.
- Ability to lift up to 30 pounds.
Preferred Qualifications
- Degree in Computer Science, MIS, or a related field preferred.
- Bilingual (English/Spanish) is a plus.
Education/Experience Requirements:
Min/Preferred Education Level Description
Preferred 2 Year / associate degree
Degree in Computer Science, MIS, or a related field preferred.
Years Of Experience
1 Years Minimum of 1-2 years of related experience required.
Language Requirements
Preferred Spanish
Work Environment Details
Office Setting Work Schedule: Work Schedule Hybrid Schedule, working 2 days minimum at the office/branch a week.
Physical Demands
Demand Frequency
Sedentary – Lifting 0-10 pounds Occasional
Light Lifting – 10-20 pounds Occasional
Moderate Lifting – 20 to 50 pounds Occasional
Heavy Lifting – 50 to 100 pounds Never
Pulling/Pushing, Carrying Occasional
Reaching or working above shoulder Occasional
Walking Occasional
Standing Occasional
Sitting Constant
Stooping Never
Kneeling Never
Repeated Bending Never
Climbing Never
Desk Work/Computer use/Telephone use Constant
Operating a motor vehicle Never
Operating a commercial vehicle Never
Operating warehouse equipment, forklift, baseloid lift etc Never
Other – Talk, Drive, visit customers etc. Never
EEO Statement
Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of 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 on the basis of merit, qualifications and competence.
