Help Desk Technician, Tier II

Hiller Companies is seeking a Tier II Help Desk Technician to deliver advanced IT support to internal teams from our Concord, NC location. In this fully on-site role, you will work through more complex hardware, software, and connectivity issues, while also supporting server configuration and security expectations.

What you’ll do

• Handle incoming support requests promptly and professionally.
• Identify, diagnose, and troubleshoot problems across hardware, software, and network systems.
• Document and track each request in a help desk ticketing system.
• Escalate complex issues to higher-level support when needed.
• Install, configure, and maintain software applications and operating systems.
• Carry out regular maintenance for hardware and software systems.
• Provide end-user training on relevant applications and systems.
• Explain technical information clearly to non-technical users.
• Support end-users with Tier II troubleshooting for hardware and software issues.
• Ensure equipment and software licenses are up to date and compliant with organizational policies.
• Perform additional duties as assigned.

Qualifications

• 2+ years of experience in a help desk or technical support role.
• CompTIA A+ certification or equivalent experience (required).
• Tier 2 experience preferred.
• Preferred: Bachelor’s degree in computer science or a related field.
• Proficiency with Windows operating systems.
• Knowledge of networking concepts and protocols.
• Familiarity with common IT issues and their solutions.
• Knowledge of IT security best practices and security protocols.
• Awareness of the company’s IT policies and procedures.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills, including the ability to explain issues to non-technical staff.
• Customer service skills to deliver a positive experience for staff seeking help.
• Ability to manage multiple issues at the same time and work under pressure.
• Ability to learn new technologies quickly.
• Ability to work independently and collaborate with a team and other departments.

Technologies

• Windows operating systems
• Server configurations
• Operating systems
• Security protocols
• IT security best practices

Benefits

• Competitive compensation, including pay advancement opportunities for industry certifications and continuing education.
• Comprehensive benefits package: 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 a $150 annual boot allowance for employees required to wear safety boots.
• Career advancement potential within a growing company.

Work location

This position is fully on-site in Concord, NC.

Physical requirements

• Manual dexterity: often needed for assembling/disassembling hardware, connecting cables, or handling small components.
• Visual acuity: needed to read small text, identify hardware components, and discern color-coded wires.
• Sitting and standing: most work may involve sitting, but standing can be required for setup or on-site issues.
• Lifting: may require moving or lifting moderately heavy equipment such as desktop computers, servers, or printers.
• Stamina: occasional overtime may be required for urgent issues or important updates.