Help Desk Analyst

HVAC Products | Carrier Enterprise | Helpdesk|Desktop Support Technician|Orlando

Introduction:

Company Description:     

Carrier Enterprise (CE) is a premier national distributor specializing in residential and light commercial Heating, Ventilation, and Air Conditioning (HVAC) products, parts, and supplies. We operate primarily in the B2B environment, selling our products through licensed HVAC dealers and contractors. These dealers are independent companies that sell, deliver, and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. With over 200+ locations across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada, we are well-positioned to meet our customers' HVAC/R needs.          

Company Website:       

www.carrierenterprise.com   

Job Overview: 

The Helpdesk/Desktop Support Technician is responsible for providing Level 1 support, including answering helpdesk calls, performing password resets, and creating tickets. Additionally, during downtime between calls, the technician will assist with imaging desktops and laptops. 

Key Responsibilities:

• Answer Level 1 helpdesk calls and provide support via phone or in person to local and remote sites
• Create, manage, and resolve tickets in the Quest Service Desk system, keeping customers informed throughout the lifecycle
• Perform password resets, basic PC troubleshooting, and peripheral support (printers, hardware moves, cables)
• Support MS Windows (10, 11), Office (2013, 2016, 365), Apple iOS, and Android devices
• Image desktops and laptops, and perform desktop/laptop installation and mobile device configuration
• Manage Microsoft Active Directory, update user accounts, and respond to system alerts per service levels
• Deploy, support, and troubleshoot antivirus software and cloud services (Office 365, OneDrive, Teams, SharePoint)
• Assist colleagues with ticket resolution when your queue is completed and make telephone system changes as instructed

Requirements:

• Proficiency with Microsoft Windows (10, 11) installation, configuration, and complex issue resolution
• Strong knowledge of MS Office (2013, 2016, 365) with ability to troubleshoot complex issues
• Experience with computer and peripheral hardware servicing, repairs, and physical equipment moves (up to 40 lbs.)
• Excellent written and oral communication skills with ability to work effectively in a collaborative team environment
• IT/Computing qualifications preferred but not essential

Benefits:            

• Company Paid Volunteer Time Off        
• Health Insurance          
• Health Savings Account             
• Dental Insurance           
• Vision Insurance            
• Life Insurance  
• Disability Insurance (Short-term and Long-term)           
• Employee Assistance Program (EAP)   
• Tuition Reimbursement & Professional Development  
• Paid Vacation & Sick time          
• Company Paid Holiday's           
• 401(k) Plan with Employer Match          
• Employee Discount Program    

Equal Opportunity Statement:           

Carrier Enterprise, LLC is an Equal Opportunity Employer and does 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.

Requirements:

• Proficiency with Microsoft Windows (10, 11) installation, configuration, and complex issue resolution
• Strong knowledge of MS Office (2013, 2016, 365) with ability to troubleshoot complex issues
• Experience with computer and peripheral hardware servicing, repairs, and physical equipment moves (up to 40 lbs.)
• Excellent written and oral communication skills with ability to work effectively in a collaborative team environment
• IT/Computing qualifications preferred but not essential