Help Desk Technician

The Hiller Companies, LLC has an immediate opening for Help Desk Technician, Tier I. If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

The Hiller Companies is a leading provider of fire protection and safety solutions, dedicated to safeguarding 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. With over 100 years in the industry, our mission is to ensure the highest standard of safety and innovation in comprehensive fire protection services, including installation, inspection, maintenance and repair of critical fire and life safety equipment. Our team remains laser-focused on one goal - making the world a safer place.

Job Summary: The Help Desk Technician, Tier 1 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.

Key Responsibilities:

• Identify and evaluate suppliers and vendors to source required materials, parts, and supplies.
• Maintain an accurate inventory of materials, tracking stock levels and usage.
• Coordinate the distribution process to ensure timely and efficient delivery of materials.
• Monitor material consumption and request reorders as needed.
• Maintain detailed records of material transactions, including receipts, issuances, and returns.
• Adhere to safety protocols and guidelines in handling and storing materials.
• Ensure compliance with regulations, including hazardous material handling and disposal requirements.

• Prepare shipments for domestic and international shipping. Respond to helpdesk requests via phone, email, and ticketing system
• Troubleshoot and resolve basic hardware, software, and network issues
• Set up and configure computers, printers, and other equipment under guidance
• Assist with password resets, account access, and other user support needs
• Document support activities clearly in the helpdesk system
• Follow standard operating procedures and escalate when appropriate
• Provide friendly and professional customer service to end-users
• Support IT team in ongoing tasks and projects as needed

What We Are Looking For:

• High school diploma or equivalent required
• Associate degree, technical training, or coursework in IT preferred
• Certifications (or coursework toward attaining certifications) including CompTIA A+ or Microsoft Fundamentals is a plus
• Internship, part-time work, or school project experience in IT support is helpful. Professional work experience in a technical support capacity is great but not preferred for consideration of this entry level position.
• Must demonstrate basic understanding of Windows and Mac operating systems, along with familiarity with Microsoft Office and common productivity tools
• Must have effective communication and interpersonal skills, along with customer-service focus, patience and professionalism
• Demonstrated willingness to learn and follow established procedures
• Demonstrated ability to work collaboratively in a team environment

Physical Requirements

• While performing the essential functions of this job the employee is regularly required to stand, walk, use hands to finger, handle or feel, reach with hands or arms, stoop, kneel, crouch or crawl, and is occasionally required to lift and/or move heavy objects
• Ability to lift and carry up to 50 pounds
• Capable of standing, walking, bending and kneeling for extended periods

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.

Most employee benefits start from the first day of employment, including:

• 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.

Join us in our mission to provide comprehensive fire protection solutions and peace of mind to our customers and together let's make the world a safer place.