Help Desk Technician, Tier I

The Hiller Companies, LLC has an immediate opening for Help Desk Technician, Tier I. 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 Help Desk Technician, Tier I provides technical support to our internal staff. The candidate should possess a strong technical aptitude and customer service skills to deliver effective and timely support. In this position, you will be responsible for addressing and resolving end-user technical issues, responding to queries via phone, email or ticketing system, and escalating ticket support if necessary.

Key Responsibilities:

• Provide technical support to end-users, troubleshooting hardware, software and network issues.
• Respond to and resolve helpdesk tickets in a timely and efficient manner.
• Document and track all support requests in a helpdesk ticketing system.
• Install and configure software and hardware, including printers, computers, and mobile devices.
• Support and maintain company applications, systems, and services.
• Perform user administration tasks, including creating and disabling user accounts, setting up and maintaining security access, and password resets.
• Perform regular maintenance tasks on hardware and software systems.
• Provide excellent customer service and communication, working with users to identify and resolve issues.
• Follow standard operating procedures and escalate issues when required.
• Collaborate with cross-functional teams to ensure timely resolution of IT issues.

What We Are Looking For:

• Bachelor's degree in computer science or related field preferred.
• Relevant IT certifications (such as CompTIA A+, Microsoft Certified Desktop Support Technician) are preferred.
• 1-2 years of experience in a technical support or help desk role
• Strong technical skills, including proficiency in troubleshooting Windows and Mac operating systems, and Microsoft Office applications.
• Familiarity with Active Directory, TCP/IP, DNS, DHCP, and other network protocols
• Knowledge of remote access tools and techniques
• Excellent customer service skills with a focus on responsiveness, empathy, and patience
• Ability to work independently and collaboratively in a team environment.
• Strong problem-solving and analytical skills
• Excellent communication skills with the ability to explain technical concepts to non-technical staff.

Physical Requirements

• While performing the essential functions of this job the employee is regularly required to stand, walk, use hands to finger, handle or feel, reach with hands or arms, stoop, kneel, crouch or crawl, and is occasionally required to lift and/or move heavy objects
• Ability to lift and carry up to 50 pounds
• Capable of standing, walking, bending and kneeling for extended periods

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.