Help Desk Technician, Tier I

The Hiller Companies, Inc. • Mobile, AL

5d • Onsite

About The Position

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. This is an on-site role at our corporate office in Mobile, AL.

Requirements

• High School Degree required.
• 1-2 years experience working in a help desk or technical support role.
• 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.

Nice To Haves

• Bachelor's degree in computer science or related field preferred.
• CompTIA A+ certification or equivalent experience preferred.

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.
• Other duties as assigned.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED