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.

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.

Work Location: This role is fully on-site in Concord, NC

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.