Help Desk Analyst

Duties and Responsibilities

• Answer incoming customer calls and manage trouble tickets.
• Troubleshoot software and hardware issues both in person and via phone.
• Escalate support calls to the supervisor when necessary.
• Install and configure applications and operating system software and upgrades.
• Train end users in the effective use of equipment and software.
• Monitor network and system health to ensure optimal performance.
• Fully track and document all calls and requests.
• Produce service request/problem incident reports and initiate follow-up actions to ensure timely resolution and closeout.

• Track all action items and referrals through to resolution.
• Communicate project status, deliverables, priorities, and contingencies to relevant stakeholders.
• Maintain and seek knowledge about current industry-wide support practices and their potential impact on the support business.

• Stay updated on the latest in desktop and laptop hardware, software applications, and networking systems.

• Maintain flexibility and adaptability to meet the evolving needs of the organization.

In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.

Required Qualifications

• Proficient in configuring Windows 11, iOS, and MacOS
• Working knowledge of Microsoft Office suite products and antivirus/spam software.
• Experience troubleshooting laptops, desktops, tablets, and printer issues in a LAN/WAN environment.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Effective organizational and time management skills.
• Flexibility to work evening and weekend hours, with on-call availability.
• Ability to lift up to 30 pounds.

Preferred Qualifications

• CompTIA A+ certification
• Bilingual (English/Spanish) is a plus.

Education/Experience Requirements

Preferred 2 Year / associate degree

Degree in Computer Science, MIS, or a related field preferred.

Language Requirements

Preferred English and Spanish

Work Environment Details: Office Setting. Work Schedule: Hybrid Schedule, working 3 days minimum at the office/branch a week.

Physical Demands    Demand Frequency

Sedentary – Lifting 0-10 pounds - Occasional

Light Lifting – 10-20 pounds - Occasional

Moderate Lifting – 20 to 50 pounds - Occasional

Heavy Lifting – 50 to 100 pounds - Never

Pulling/Pushing, Carrying - Occasional

Reaching or working above shoulder - Occasional

Walking - Occasional

Standing - Occasional

Sitting - Constant

Stooping - Never

Kneeling - Never

Repeated Bending - Never

Climbing - Never

Desk Work/Computer use/Telephone use - Constant

Operating a motor vehicle - Never

Operating a commercial vehicle Never

Operating warehouse equipment, forklift, baseloid lift etc - Never

Other – Talk, Drive, visit customers etc. - Never

EEO Statement

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.

Business Title: Help Desk Technician

Objective

Serve as the first point of contact for technical assistance, delivering a customer-friendly experience to both internal corporate staff and field/in-house customers. The Help Desk Technician provides first-line support by installing, configuring, and troubleshooting operating systems, software applications, desktop, and laptop hardware. This role supports everyday business operations by identifying and resolving end-user issues quickly, ensuring systems remain available and minimizing downtime. The ideal candidate demonstrates strong problem-solving skills, clear and professional communication, and the ability to build positive working relationships while providing technical guidance. A strong working knowledge of desktop and laptop components, application functionality, and network/connectivity fundamentals is essential to effectively diagnose issues and escalate complex problems when necessary.