Help Desk Support Technician

Purpose: The Help Desk Support Technician is Hilco IT’s primary front-line support resource for corporate offices, terminals, shops, and mobile employees. The position provides responsive technical support, maintains reliable endpoint and mobile-device operations, and escalates issues appropriately to protect business continuity. This role supports a mixed office and transportation environment and works closely with users, drivers, operations, accounting, safety, and other departments. The successful candidate will combine strong customer service, disciplined troubleshooting, security awareness, and accurate documentation while contributing to IT projects and standardization efforts.

Primary Job Functions:

• Provide support for desktops, laptops, docking stations, monitors, printers, mobile devices, tablets, and related peripherals.
• Receive, prioritize, troubleshoot, document, and resolve support requests through the help desk ticketing system; escalate issues with complete notes and diagnostic results when necessary.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and standard Office applications.
• Perform user account, password, group, mailbox, and access support within Microsoft Entra ID, Active Directory, and Microsoft 365 using established approval and security procedures.
• Prepare, deploy, replace, and recover company computers and mobile devices, including software installation, updates, encryption, asset tagging, and user setup.
• Support iOS and Android phones and tablets, including devices managed through tools such as , Apple Business Manager, Samsung Knox, or comparable mobile-device-management platforms.
• Troubleshoot wired, wireless, VPN, internet, DNS, DHCP, printing, and basic network-connectivity issues across Hilco offices and remote locations.
• Support line-of-business and transportation applications, including remote access, web applications, document systems, ELD or in-cab technology, and other third-party platforms used by Hilco.
• Assist users through phone, remote-support tools, email, Teams, and in-person support while communicating clearly and professionally.
• Monitor endpoint health, alerts, software deployment, patching, antivirus or endpoint-security status, and recurring issues; take corrective action or escalate as required.
• Identify suspicious emails, account activity, malware indicators, or other security concerns and follow Hilco’s incident-escalation procedures.
• Maintain accurate hardware, software, licensing, inventory, and assignment records throughout the equipment lifecycle.
• Create and maintain knowledge-base articles, setup guides, troubleshooting procedures, and user-facing instructions.
• Coordinate with vendors and service providers, track open cases, and confirm that issues are fully resolved.
• Assist with onboarding, offboarding, access changes, equipment provisioning, and equipment returns in coordination with Human Resources and department managers.
• Provide basic user training and reinforce company standards for cybersecurity, acceptable use, file storage, collaboration, and device care.
• Participate in IT projects such as equipment refreshes, office or terminal deployments, application rollouts, network changes, conference-room technology, and process automation.
• Travel to Hilco offices, terminals, shops, or other business locations as needed and participate in a rotating on-call schedule for after-hours incidents.
• Perform other technology-related duties as assigned based on operational, safety, and business needs.

• Two or more years of hands-on help desk, desktop support, field support, or comparable technical experience preferred; strong entry-level candidates with relevant training and practical experience may be considered.
• Demonstrated ability to troubleshoot problems methodically, ask targeted questions, isolate root causes, test solutions, and recognize when escalation is required.
• Strong customer-service skills with the ability to support users who have different levels of technical knowledge and may be working in time-sensitive operational environments.
• Clear written and verbal communication skills, including the ability to document technical work accurately and explain solutions in plain language.
• Ability to organize competing priorities, manage assigned tickets and projects, follow through on commitments, and work independently while remaining collaborative.
• Working knowledge of cybersecurity fundamentals, including phishing awareness, least privilege, multifactor authentication, endpoint protection, and safe handling of company data.
• Ability to work respectfully with office staff, drivers, mechanics, dispatchers, managers, executives, vendors, and remote employees.
• Experience in transportation, logistics, fleet operations, multi-site support, or a 24/7 operational environment is helpful but not required.
• Valid driver’s license and reliable transportation; ability to travel locally and occasionally to other Hilco locations.
• Ability to participate in a rotating on-call schedule and respond to incidents outside normal business hours.

Technical Knowledge:

• Windows 11 installation, configuration, troubleshooting, patching, profiles, drivers, and common endpoint issues; basic Windows Server knowledge is preferred.
• Microsoft 365 administration and support, including Outlook, Teams, OneDrive, SharePoint, Office applications, Exchange Online concepts, and multifactor-authentication troubleshooting.
• Microsoft Entra ID and on-premises Active Directory fundamentals, including users, groups, permissions, password resets, device joins, and Group Policy awareness.
• Computer hardware, docking stations, multi-monitor configurations, printers, scanners, webcams, conference-room equipment, and common USB or display standards.
• iOS and Android support, Apple and Samsung device enrollment, mobile application troubleshooting, and familiarity with mobile-device-management concepts.
• Networking fundamentals, including TCP/IP, IP addressing, DNS, DHCP, VLAN concepts, Ethernet, Wi-Fi, VPNs, internet circuits, and basic switch or firewall troubleshooting.
• Remote-support tools, ticketing systems, endpoint-management tools, software deployment, asset-management practices, and technical documentation.
• Basic understanding of identity security, email security, endpoint detection, encryption, backups, and incident reporting.
• Familiarity with Citrix or other remote-application technologies and experience supporting web-based or client-server business applications.
• An associate or bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field is preferred; equivalent professional experience and technical training will be considered.
• Current certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Azure, or comparable credentials are preferred but not required.
• Valid driver’s license, CDL a plus
• Position may require some local travel

Pulled from the full job description Referral program 401(k) Health insurance 401(k) matching Paid time off Vision insurance Health savings account, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance