The Hiller Companies, LLC has an immediate opening for IT Helpdesk Tier II
Technician.
Hiller offers fire protection and life safety products and services that are
preserving 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. For more than 100 years, we have been
laser-focused on one goal - making the world a safer place. We are proud to
be on the forefront of technology and innovation by creating adaptable safety
solutions. As we continue to grow and expand our life safety footprint, we
pledge to keep our customers top of mind while striving to design, install
and service the most compliant, reliable systems available.
Job Summary: The IT Helpdesk Tier II Technician is tasked with delivering
advanced technical support to our internal staff. They are responsible for
effectively troubleshooting and resolving complex software and hardware
issues. The Tier II Technician not only assists with network connectivity
problems but also offers expertise in managing server configurations,
implementing security protocols, and ensuring the optimal performance of
systems and applications. Moreover, they play a key role in mentoring Tier I
Technicians, sharing their expertise and providing guidance on challenging
technical matters. The IT Helpdesk Tier II Technician enhances the efficiency
and productivity of our internal operations, contributing to the overall
success of our organization.
Pay Range: $31.08/hour - $37.02/hour
Job Responsibilities:
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 helpdesk 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.
Qualifications
Education, Licensure & Certifications:
Bachelor's degree in computer science or related field preferred.
CompTIA A+ certification or equivalent experience required.
Experience:
2+ years experience working in a helpdesk or technical support role.
Tier 2 experience preferred.
Knowledge, Skills, Capabilities:
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.
Physical Requirements:
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 Helpdesk 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.
Hiller is a drug-free workplace, an equal opportunity employer and ADA
compliant.
We are proud to operate according to our Core Values: Passion to Perform,
Trust to Act, Act Responsibly, and Make it Fun.
We offer competitive pay and most employee benefits start from the first day
of employment, including:
Medical, Dental & Vision Insurance
401(k) with fully vested employer matching funds