Title: Help Desk Support Technician

Established in 1986, AC Pro is a fast-growing heating and air conditioning distributor. A family-owned business with locations in California, Arizona, and Nevada, we provide products and solutions to heating and air conditioning contractors. Our company culture is built around providing an incomparable experience for our customers, creating a safe and enjoyable work environment for our associates, and using technology to improve efficiency and provide customers with products and services that are second to none.

About the Position

AC Pro is looking for a motivated and organized individual possessing excellent troubleshooting and communication skills with the ability to balance day to day tasks . AC Pro has strong core values seek to do what is right in all cases to the benefit of our consumers, dealers, associates, and suppliers. In addition to serving our customers at the highest level, the culture at AC Pro is heavily focused on our team. It is our desire that our associates would look forward to coming to work each day.

Summary

The position will be required to handle system support issues promptly and professionally while providing excellent user experiences. It will also be responsible for providing technical assistance and support relating to, but not limited to, computers, peripherals, hardware, software, networking, Active Directory, and Office 365. The right individual will be able to provide support via email, phone, and in person as required. Additionally, the position will require equipment set-up, revising support procedures, documentation, and suggestions for changes as needed. The right candidate for this position will be well organized and responsible for assigning new assets as well as maintaining the accuracy of the asset database and ensuring that all tickets are assigned and escalated as needed.

Responsibilities

Duties include but are not limited to the following:

• Respond to Help Desk inquiries either in person, over the phone, or via email.
• Identify, diagnose, and resolve issues in computer software/hardware and communicate solutions to associates.
• Assign tickets that need to be escalated or moved to development.
• Diagnose and resolve network and local printer problems.
• Deliver, tag, set up, and assist in the configuration of desktop hardware, software, and peripherals.
• Coordinate the timely repair of computer equipment covered by third-party vendor maintenance agreements.
• Assist in the installation of computers, peripherals, printers, scanners, network cabling systems and equipment at on-site and remote locations.
• Travel to remote branches to support and install IT systems.
• Write training documentation and train associates on IT policies and procedures as needed.
• Follow-up with associates to ensure issues have been fully resolved.
• Gain feedback from associates about computer usage and recommend solutions and upgrades to the department.
• Assist in testing new applications and updates to existing applications.
• Manage Computer/User/Group accounts in Active Directory.
• Manage Mail Flow in rules in Office 365.
• Perform basic Office 365 Management.
• Support various company software solutions.
• Identify opportunities to improve support processes.
• Use ticket tracking to document problems and solutions to facilitate Help Desk analytics to improve performance and training.
• Ensure computers are being audited and scanned regularly by all necessary software.
• Work with project timelines and move between different task as required throughout the day.
• Coordinate with senior technical staff for resolution of complex issues.
• Report to IT managers any issue that could significantly impact the business.

Preferred qualifications:

• High Level of Computer Literacy (familiarity with Operating System settings, browsers, email applications, Windows software, Network configuration & troubleshooting).
• Excellent written and verbal communication, interpersonal, and organizational skills.
• Motivation to continue to grow in knowledge and skills.
• Ability to be an active listener with the ability to take the initiative, work independently as well as part of a team.
• Must be proficient in MS Office including, but not limited to Outlook, Word, Excel, and PowerPoint.
• Take on a customer service role providing support to Associates.
• Ability to effectively analyze typical computer problems.
• Solid problem-solving skills and a demonstrated ability to take the initiative and accomplish tasks.
• Effective at communicating technical information to associates via telephone, email, written documents or in person.
• Basic knowledge of Windows Active Directory, Office 365, Print Servers, and File Servers.
• Completed or attending technical school or training.
• Previous experience as an IT Support Specialist.
• A+ Certification, Network + Certification.

Physical Requirements

• Requires working with and operating computer equipment.
• Requires setting up equipment that may require you to push, pull, reach, lift, squat, kneel or bend.
• Handle computer-based hardware such as printers, desktops, scanners, etc.
• Requirement to neatly work with networking-based cabling and other related equipment.
• Requires the ability to function in a professional manner under stressful circumstances.
• Hours may vary depending on company needs.
• Must be able to sit or stand for long periods of time.

As a member of our team, you will enjoy:

• Competitive pay
• Medical & Dental: HMO & PPO options
• Vision Plan
• Company-Paid Life Insurance
• 401(k) Retirement Plan
• Weekly pay periods (every Friday)
• Employee Assistance Program (EAP)
• Vacation & Sick Pay
• Paid Holidays
• Veteran's day off with pay for associates who served in the military

Schedule: Monday to Friday, 8:00AM - 5:00PM (Pacific Time) plus overtime as needed

The initial schedule will be 8:00am - 5:00pm for training. After training is complete, the hours will change to 5:30am to 2:30pm.

**Pay Rate: $25.00 - $30.00 per hour (DOE)
**

**All candidates are required to pass a pre-employment drug screen following an offer of employment, as well as provide documentation of eligibility to work in the U.S.

Equal Opportunity Employer / Veterans encouraged to apply**