Help Desk Technician, Tier II (54506)

The Hiller Companies, LLC; Wilmington (NC); On-site; USD 50,000 - 75,000; Full time

Job summary

The Hiller Companies, LLC is seeking an IT Help Desk Tier II Technician in Wilmington, NC. This role focuses on delivering advanced technical support to internal staff, troubleshooting complex issues, and mentoring Tier I Technicians, contributing significantly to the organization's operational success. Join us in enhancing safety through innovative fire protection solutions.

Benefits

Competitive compensation package

Comprehensive benefits package including health, dental, and vision insurance

Company-provided training and tools

Career advancement potential

Qualifications

• 2+ years experience in help desk or technical support role preferred.
• Proficiency in Windows operating systems is necessary.
• Knowledge of networking concepts and IT security best practices.

Responsibilities

• Deliver advanced technical support and troubleshooting for hardware and software issues.
• Mentor Tier I Technicians and assist with network connectivity problems.
• Document and track support requests in the help desk ticketing system.

Skills

Problem-solving

Customer service

Technical support

Communication

Education

Bachelor's degree in computer science or related field

CompTIA A+ certification

Job description

Job Details

Job Location: Hiller Wilmington - Wilmington, NC

Salary Range: Undisclosed

Description

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.

Job Summary: The IT Help Desk 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 Help Desk Tier II Technician enhances the efficiency and productivity of our internal operations, contributing to the overall success of our organization.

Key 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 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.

Qualifications

What We Are Looking For:

• 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.

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 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.

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.

Most employee benefits start from the first day of employment, including:

• Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
• Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off
• Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
• Career advancement potential within a growing company.

Join us in our mission to provide comprehensive fire protection solutions and peace of mind to our customers and together let's make the world a safer place.