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 Compensation USD $39,000.00 / Yr. Max Compensation USD $53,000.00 / Yr. Responsibilities
Essential Duties and Responsibilities :
Maintains processes and standard workflows to deliver an exceptional customer experienceIdentifies areas requiring documentation and updates as neededPerforms core Helpdesk Specialist functions, providing timely technical supportProvides training on new hardware and software applications as necessaryOffers first-level support for hardware, software, and network issues via phone, email, or in personTroubleshoots and resolves technical problems related to operating systems, applications, devices, and network connectivityTroubleshoots Apple devices (iPhone / iPad) and Verizon mobile services issuesProvides support for ERP-related issues or escalates to appropriate teamsInstalls, configures, and upgrades software, hardware, desktops, laptops, printers, and peripheralsSets up and configures user accounts, email, and network accessResolves technical incidents quickly to minimize business disruptionsCollaborates with IT specialists to resolve complex issues and support IT projects, including system and network upgrades or migrationsMaintains a high level of customer service and professionalism in support interactionsBuilds and nurtures positive relationships with employees by offering clear, friendly, and efficient supportCompletes assigned tasks in a safe, accurate, thorough, and alert mannerUpholds Company policies and proceduresWorks in a professional manner with managers, supervisors, coworkers, customers, and the publicOther related job duties as assignedQualifications
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 365Demonstrated ability to configure Apple devices remotely and assist remote users with password resets / configurationsExceptional attention to detail and excellent organizational skillsExceptional interpersonal and communication skillsExperience with Mitel phone system is a plusPrior exposure to HaloITSM or ticketing system is highly desiredKnowledge of ITIL concepts and experience with robust incident and change management processes is desirableExperience with Citrix software or other enterprise-level thin client solutions desiredAbility to work in a collaborative, highly dynamic team and fast-paced, growing environmentProficient 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 supervisionMust possess the ability to take initiative to complete assignments and job responsibilities with minimal supervisionOther requirements :
May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authenticationEducation 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 toolsetsExperience in HVAC Industry or other service business preferredPhysical 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 printerContinuously able to sit at a computer for up to 8 hoursAble to alternate between sitting and standing, as needed throughout the dayOccasionally able to lift up to 15Continuously requires vision, hearing, twisting, and talkingOccasionally requires walking, lifting, carrying, reaching, kneeling, pushing / pulling, bending, and crouchingRarely requires climbingPandoLogic. Keywords : Help Desk Specialist, Location : Melbourne, FL - 32936 , PL : 596123354
Salary : $39,000 - $53,000
