Help Desk Technician

The Hiller Companies, LLC has an immediate opening for a IT Help Desk Technician, Tier 1.

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 Technician 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.

Job 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.

Education, Licensure & Certifications:

• Bachelor's degree in computer science or related field preferred.
• Relevant IT certifications (such as CompTIA A+, Microsoft Certified Desktop Support Technician) are preferred.

Experience:

• 1-2 years of experience in a technical support or Help Desk role

Knowledge, Skills, Capabilities:

• 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.

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
• Company Paid & Voluntary Life Insurance
• Company Paid Short Term Disability Insurance
• Voluntary Long Term Disability, Critical Illness & Accident Insurance
• Company paid training and development opportunities
• Apprenticeship and Early Careers programs
• Company paid Employee Assistance Program
• Employee referral bonus program
• PTO
• 8 Paid Holidays