Help Desk Technician

AC Pro, a family-owned business, has been providing heating and air conditioning products since 1986. Our locations in California, Nevada, Arizona, and Utah offer the best products and services in the industry. Our company Culture is of first and foremost importance to us. Ever since the inception of AC Pro, we have striven to provide a work atmosphere that balances finding innovative ways to exceed customer expectations with providing a fulfilling lifelong career for our associates.

We have strong core values that are unquestionably right and on the side that benefits our consumers, dealers, associates, and suppliers – not ourselves. The culture at AC Pro has and always will be heavily focused on our team. We want every one of our associates to look forward to coming to work each and every day.

• Provide first-level technical support by responding to Help Desk inquiries and troubleshooting hardware, software, network, and system-related issues via phone, email, remote access, and in-person support.
• Analyze, troubleshoot, and resolve computer hardware, software, network, and system-related issues, ensuring timely resolution and clear communication with associates throughout the support process.
• Escalate and route support tickets to the appropriate teams, including developers or specialized IT resources, ensuring timely resolution and follow-up
• Diagnose, troubleshoot, and resolve network connectivity issues, printer malfunctions, and other related technical problems.
• Install, configure, deploy, and maintain desktop hardware, software, and peripheral devices, ensuring proper setup and functionality for end users.
• Coordinate and track the timely repair or replacement of computer equipment covered under third-party vendor maintenance and warranty agreements.
• Assist with the installation, configuration, and maintenance of computers, peripherals, printers, scanners, network cabling, and related IT equipment at both on-site and remote locations.
• Travel to branch locations as needed to provide technical support, install IT systems, and troubleshoot hardware and software issues.
• Develop technical documentation, user guides, and training materials, and provide training to associates on IT systems, policies, and procedures as needed.
• Follow up with associates to ensure technical issues have been fully resolved and that support services meet user expectations.
• Gather feedback from associates regarding technology usage and recommend system enhancements, upgrades, and process improvements to the IT department.
• Assist in the testing, implementation, and validation of new applications, software updates, and system enhancements.
• Create, modify, and manage user, computer, and group accounts within Active Directory.
• Administer and maintain Office 365 mail flow rules and related email configurations.
• Perform routine administration and support of Microsoft 365 services, including user account management, licensing, and security settings.
• Provide technical support for various company software applications and business systems.
• Identify and recommend opportunities to improve Help Desk processes, service delivery, and operational efficiency.
• Utilize the ticketing system to accurately document incidents, service requests, resolutions, and knowledge base articles, supporting Help Desk reporting, performance analysis, and training initiatives.
• Ensure endpoint devices are regularly audited, monitored, and scanned using approved security, compliance, and management software.
• Manage multiple priorities simultaneously, working within project timelines while responding to day-to-day support requests and operational needs.
• Collaborate with senior technical staff and third-party vendors to resolve complex technical issues and implement solutions.
• Escalate and report critical system issues, security concerns, or technology risks that could significantly impact business operations to IT leadership.

• 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…