The posting
Watsco Inc. is the largest distributor of air conditioning, heating and refrigeration equipment and related parts and supplies in the HVAC/R distribution industry. We serve over 125,000 contractor-customers through our nearly 700 locations where more than 7,400 team members bring essential, sustainable comfort to families and businesses across the Americas. At Watsco, we recognize our responsibility to help drive the transition to a lower carbon future. That’s why we are committed to providing high efficiency, low carbon HVAC equipment and energy-saving parts and supplies to households and businesses across the Americas. Since January 2020, Watsco’s sales of high efficiency equipment has reduced future CO2e emissions by over 19.2 M MT. Learn more about our impact and how you can become part of this transformation at www.watsco.com/environment
Position Summary
Seeking a customer-focused Tier 1 Helpdesk Analyst to provide frontline technical support, fulfill standard service requests, prepare employee devices, and maintain accurate ticket and asset records. This role is the first point of contact for employees and resolves documented issues while escalating complex, privileged, infrastructure, and security matters to the appropriate engineer.
Key Responsibilities
• Monitor phone, portal, email, and walk-up support channels; log, categorize, prioritize, and own tickets through resolution or documented escalation. • Troubleshoot Windows endpoints, Microsoft 365 applications, browsers, VPN, printers, peripherals, conferencing tools, Zoom, Atlassian, and approved business software. • Resolve standard password, MFA, access, email-release, software installation, and connectivity requests using approved procedures and least-privilege access. • Prepare, deploy, recover, and reimage laptops, desktops, mobile devices, docks, monitors, and other workplace technology. • Execute approved onboarding, role-change, and offboarding checklists, including equipment preparation, standard licenses, approved groups, asset return, and account-disablement steps when authorized. • Maintain accurate ticket notes, user communications, asset assignments, inventory, loaner stock, warranty details, and knowledge articles. • Identify outages, duplicate incidents, recurring issues, phishing, suspected compromise, or policy exceptions and escalate promptly. • Support patching, endpoint compliance, software deployments, office moves, conference rooms, and other operational activities under engineer direction. • Coordinate warranty, vendor, and MSP cases and validate service restoration before closure. • Follow security, change, privacy, data-handling, and acceptable-use requirements; participate in cross-training and recovery exercises
Required Qualifications
- 1–2 years of helpdesk, desktop support, or equivalent practical experience; strong candidates with relevant training may be considered.
- Working knowledge of Windows, Microsoft 365, common endpoint hardware, networking fundamentals, MFA, VPN, printers, and remote-support tools.
- Demonstrated customer service, troubleshooting, written communication, documentation, prioritization, and follow-through.
- Ability to follow runbooks, protect confidential information, recognize security concerns, and escalate outside delegated authority.
- Ability to lift and install typical computer equipment and travel between local sites if required, with reasonable accommodation.
Preferred Qualifications
- Experience with Intune, Autopilot, Entra ID, Proofpoint, Atlassian, Zoom, and IT service-management platforms.
- CompTIA A+, Network+, Security+, Microsoft fundamentals, or ITIL Foundation certification.
- Experience supporting multi-site, retail, warehouse, or hybrid-work environments.
Working Conditions
This role may require scheduled after-hours work, participation in incident response, and local travel as stated above. Duties may evolve with business needs. Reasonable accommodations will be provided in accordance with applicable requirements.
