Helpdesk Specialist
Nextech

Job Info

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Overview

Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America's largest HVAC/R service provider.

As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!

Role
Role:

The Helpdesk Specialist position provides the day-to-day support and is the "Face of IT" to the Nextech Field Operations community, specifically the Field Technicians. This role provides outstanding customer service via phone or email utilizing the ITSM toolset. This role requires strong people skills, troubleshooting mobile devices (iPhone, iPad, and Verizon mobile services) and assisting with ERP incidents. The Helpdesk Specialist must have the ability to think quickly and have the knowledge to problem-solve a variety of issues.
Company Benefits
Benefits:

• Paid Training & Ongoing Development - Invest in your career with fully paid initial and continuous training.
• Top-Tier Health Insurance - Choose from excellent options, including a FREE employee-only plan.
• Dental & Vision Coverage - Prioritize your overall health with added benefits.
• Supplemental Insurance Options - Access Accident, Critical Illness, Disability, and Supplemental Life coverage.
• FREE Life Insurance - Coverage equal to your annualized pay at no cost to you.
• 401(k) Retirement Plan - Secure your future with a 50% match on the first 6% of your contributions.
• Generous Time Off - Recharge with 7 paid holidays, and Paid Time Off (PTO).

Min CompensationUSD $39,000.00/Yr. Max CompensationUSD $53,000.00/Yr. Responsibilities
Essential Duties and Responsibilities:

• Maintains processes and standard workflows to deliver an exceptional customer experience
• Identifies areas requiring documentation and updates as needed
• Performs core Helpdesk Specialist functions, providing timely technical support
• Provides training on new hardware and software applications as necessary
• Offers first-level support for hardware, software, and network issues via phone, email, or in person
• Troubleshoots and resolves technical problems related to operating systems, applications, devices, and network connectivity
• Troubleshoots Apple devices (iPhone/iPad) and Verizon mobile services issues
• Provides support for ERP-related issues or escalates to appropriate teams
• Installs, configures, and upgrades software, hardware, desktops, laptops, printers, and peripherals
• Sets up and configures user accounts, email, and network access
• Resolves technical incidents quickly to minimize business disruptions
• Collaborates with IT specialists to resolve complex issues and support IT projects, including system and network upgrades or migrations
• Maintains a high level of customer service and professionalism in support interactions
• Builds and nurtures positive relationships with employees by offering clear, friendly, and efficient support
• Completes assigned tasks in a safe, accurate, thorough, and alert manner
• Upholds Company policies and procedures
• Works in a professional manner with managers, supervisors, coworkers, customers, and the public
• Other related job duties as assigned

Qualifications

Required Knowledge, Skills, and Abilities:

• Experience with Apple devices (iPhone/iPad) and systems, Microsoft workstation environments, including client-side interactions with Active Directory/Entra ID and Microsoft 365
• Demonstrated ability to configure Apple devices remotely and assist remote users with password resets/configurations
• Exceptional attention to detail and excellent organizational skills

• Exceptional interpersonal and communication skills
• Experience with Mitel phone system is a plus
• Prior exposure to HaloITSM or ticketing system is highly desired
• Knowledge of ITIL concepts and experience with robust incident and change management processes is desirable
• Experience with Citrix software or other enterprise-level thin client solutions desired
• Ability to work in a collaborative, highly dynamic team and fast-paced, growing environment
• Proficient in Microsoft Office including advanced skills in Excel (Pivot tables, Vlookup, Macros, If Statements, Formulas)
• Able to prioritize duties and manage multiple projects from start to finish with minimal supervision
• Must possess the ability to take initiative to complete assignments and job responsibilities with minimal supervision

Other requirements:

• May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authentication

Education and Experience

• Education and Experience:
  
  • Minimum of 3+ Years of experience in customer support role; bachelor's degree preferred or a combination of other training and experience
  • Technical training in Microsoft environments or experience working with Microsoft admin toolsets
  • Experience in HVAC Industry or other service business preferred
  
  

Physical Requirements
Physical requirements:

• • Continuously able to work in office environment
  • Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
  • Continuously able to sit at a computer for up to 8 hours
  • Able to alternate between sitting and standing, as needed throughout the day
  • Occasionally able to lift up to 15
  • Continuously requires vision, hearing, twisting, and talking
  • Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
  • Rarely requires climbing

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