Help Desk Technician, Tier II

The Hiller Companies, LLC has an immediate opening for IT Help Desk Tier II Technician.  If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world.  Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets with offices across the United States.  With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance and repair of critical fire and life safety equipment.  Our team remains laser-focused on one goal - making the world a safer place.

• →Respond to incoming support requests in a timely and courteous manner.
• →Identify, diagnose, and troubleshoot technical issues with hardware, software, and network systems.
• →Document and track all support requests in a help desk ticketing system.
• →Escalate complex issues to higher-level support staff as needed.
• →Install, configure, and maintain software applications and operating systems.
• →Perform regular maintenance tasks on hardware and software systems.
• →Provide end-user training on software applications and systems.
• →Communicate technical information to non-technical users in a clear and concise manner.
• →Ensure that all equipment and software licenses are up-to-date and compliant with organizational policies. Provide Tier II technical support to end-users, troubleshooting hardware and software issues.
• →Other duties as assigned.

• Bachelor's degree in computer science or related field preferred.
• CompTIA A+ certification or equivalent experience required.
• 2+ years experience working in a help desk or technical support role.
• Tier 2 experience preferred.
• Proficiency in Windows operating systems.
• Knowledge of networking concepts and protocols.
• Familiarity with common IT problems and their solutions.
• Knowledge of IT security best practices.
• Awareness of the company's IT policies and procedures.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Technical skills to diagnose and fix hardware and software issues.
• Ability to effectively explain technical issues to non-technical staff.
• Customer service skills to provide a positive experience for staff seeking help.
• Ability to manage multiple issues simultaneously.
• Capability to learn new technologies quickly.
• Ability to work under pressure and manage stressful situations.
• Capability to work effectively in a team and collaborate with other departments.
• Ability to work independently and as part of a team.

• Manual Dexterity: This is often required for tasks such as assembling and disassembling hardware, connecting cables, or handling small components.
• Visual Acuity: Technicians often need good vision to read small text on screens, identify specific hardware components, or discern color-coded wires.
• Sitting and Standing: Many IT Help Desk roles involve long periods of sitting at a desk. However, they may also require standing, such as when setting up hardware or moving around the office to deal with on-site issues.
• Lifting: Depending on the setup, technicians may need to move or lift moderately heavy equipment, like desktop computers, servers, or printers.
• Stamina: In some cases, working overtime to resolve urgent issues or complete important updates might be necessary, which requires stamina.