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The Hiller Companies · 21 hours ago

Help Desk Technician, Tier II

Alsip, IL

Full-time

Onsite

Mid Level

$32.52/hr - $37.94/hr

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding lives and property all around the world. The IT Help Desk Tier II Technician is responsible for delivering advanced technical support to internal staff, troubleshooting complex software and hardware issues, and mentoring Tier I Technicians.

Consulting

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

Qualification

Technical supportTroubleshootingNetwork connectivityServer configurationsSecurity protocolsEnd-user trainingDocumentationCommunication skills

Required

Deliver advanced technical support to internal staff

Effectively troubleshoot and resolve complex software and hardware issues

Assist with network connectivity problems

Manage server configurations

Implement security protocols

Ensure optimal performance of systems and applications

Mentor Tier I Technicians

Share expertise and provide guidance on challenging technical matters