Help Desk Associate

FOUR SEASONS MASTER•Bedford Park, IL

8d•$65,000 - $75,000•Onsite

About The Position

Four Seasons Heating and Cooling is Chicagoland’s leading provider of HVAC, electrical, plumbing, duct cleaning, and backup generator services. We are committed to delivering exceptional service to our customers by equipping our back-office and field teams with exceptional technology support, ensuring they have the necessary tools for success. We are currently seeking a skilled and motivated Helpdesk Technician to join our IT team and support our fast-paced and rapidly growing company.

Requirements

This position requires daily attendance at our Bedford Park, IL office and is not eligible for hybrid work.
May require occasional travel to other offices.
Excellent communication and customer service skills are critical for this role.
Minimum 2 years of experience in an IT helpdesk support role.
Minimum 2 years of experience using a support case management system such as Jira or ServiceNow.
Deep knowledge troubleshooting and supporting Windows Operating system and Dell laptop and desktop computers.
Significant experience managing users in Active Directory, Microsoft 365, and Azure Entra ID.
Experience supporting Android mobile.
Experience managing Windows laptop and desktop computers using Microsoft Intune.
Strong organizational skills and attention to detail.
Ability to work independently and handle multiple tasks simultaneously.
Must have reliable transportation.

Nice To Haves

Familiarity with Samsung Knox mobile device management a plus.
Experience supporting Windows Server and Linux virtual machines a plus.
Experience supporting network devices such as wireless access points and switches a plus.
Experience working for an HVAC, electrical, plumbing, managed service provider, or other service-oriented industries is a plus.
Preference given to candidates with valid driver’s license and own vehicle.

Responsibilities

Respond to employee support requests submitted via ticketing system (Jira), phone, email, Teams chat, and in-person visits.
Diagnose and resolve technical issues efficiently to minimize employee impact.
Track and manage support tickets using our case management system (Jira).
Maintain and troubleshoot office IT equipment, including mobile devices (Android), printers, video conferencing systems, wireless access points, etc.
Provide support for employee workstations and devices, including laptops, desktops, thin clients, monitors, docking stations, and peripherals.
Facilitate employee onboarding and offboarding by setting up workspaces, including laptop/desktop, monitors, docking station, headset, mobile devices, and managing user accounts.
Provide support for a wide range of business applications, and Microsoft hybrid service environments.
Be an advocate for the helpdesk to advise employees on how to request support from the helpdesk.
Escalate complex issues to Level 3 support, if necessary.
Work shifted hours, as needed, to provide Helpdesk support to the company during the hours Monday-Friday 730a-6p CT.
Be part of the Helpdesk after-hours support rotation to provide support for critical issues outside of normal business hours.
Occasionally report to other Four Seasons offices on a scheduled or as-needed basis to support employees or projects.