Help Desk Specialist

2 days ago


Phoenix, Arizona, United States The Hiller Companies Full time
Job Summary

The Hiller Companies is seeking a skilled IT Help Desk Tier II Technician to join our team. As a key member of our IT department, you will be responsible for delivering advanced technical support to our internal staff, troubleshooting and resolving complex software and hardware issues, and mentoring junior technicians.

Key Responsibilities
  • Provide timely and courteous support to internal staff, identifying and resolving technical issues with hardware, software, and network systems.
  • Document and track all support requests in a help desk ticketing system, escalating complex issues to higher-level support staff as needed.
  • Install, configure, and maintain software applications and operating systems, performing regular maintenance tasks on hardware and software systems.
  • Provide end-user training on software applications and systems, communicating 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.
Requirements
  • Bachelor's degree in computer science or related field preferred.
  • CompTIA A+ certification or equivalent experience required.
  • 2+ years experience working in a help desk or technical support role, with Tier 2 experience preferred.
  • Proficiency in Windows operating systems, knowledge of networking concepts and protocols, and familiarity with common IT problems and their solutions.
  • Knowledge of IT security best practices, awareness of the company's IT policies and procedures, and strong problem-solving and analytical skills.
  • Excellent communication and interpersonal skills, technical skills to diagnose and fix hardware and software issues, and 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, and capability to learn new technologies quickly.
Physical Requirements
  • Manual dexterity required for tasks such as assembling and disassembling hardware, connecting cables, or handling small components.
  • Visual acuity required for tasks such as reading small text on screens, identifying specific hardware components, or discerning color-coded wires.
  • Sitting and standing required for tasks such as working at a desk or moving around the office to deal with on-site issues.
  • Lifting moderately heavy equipment, such as desktop computers, servers, or printers, may be required.
  • Stamina required for tasks such as working overtime to resolve urgent issues or complete important updates.
Benefits
  • 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.

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