Help Desk Technician, Tier II

Phoenix, AZ, United States

Job Details

Job Location

Hiller Phoenix - Phoenix, AZ

Description

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.

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

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