IT Helpdesk Technician Tier II

IT Help Desk Technician Tier II

The IT Help Desk Technician Tier II provides technical support to users, assisting with troubleshooting hardware and software issues. This role involves responding to inquiries, diagnosing problems, device and user onboarding, and end-user technical training.

Essential Duties And Responsibilities

• Always exhibits the highest standard of personal ethics and adheres to all Pella Carolina policies.
• Promote a culture of safety and accountability by adhering to established protocols, proactively identifying potential risks, and fostering a workplace environment where safety is a shared priority.
• Act as the initial point of contact for all incoming technical requests (monitor and respond to helpdesk tickets, both on the helpdesk system and in unconventional request paths).
• Monitor the helpdesk, addressing tickets based on impact-priority, and escalating complex technical issues and tickets to appropriate team members for resolution.
• Provide technical support by researching and resolving user inquiries, troubleshooting issues, and maintaining end-user devices and device's network performance.
• Diagnose technical problems, research solutions, and guide users through corrective steps including but not limited to OS, software, and hardware issues.
• Responsible for processing new hire, termination, and security tickets with high-priority focus on security and termination tickets.
• Create and maintain documentation for service requests, incidents, troubleshooting procedures, and changelogs.
• Address both Tier 1 and Tier 2 helpdesk requests for North Carolina and Southwestern Virginia, while assisting with requests in South Carolina.

Requirements

• Strong organizational skills, attention to detail, and a commitment to providing exceptional customer experience while supporting end users and collaborating with teams.
• Strong analytical and troubleshooting skills for effective problem-solving.
• Clear and professional verbal communication skills for supporting end users and collaborating with teams.
• Excellent phone etiquette with the ability to assist users efficiently and professionally.
• Commitment to quality and attention to detail in diagnosing and resolving technical issues.
• Solid understanding of local area networks (LANs), including configuration and troubleshooting.
• Proficiency in Windows operating systems, including installation, configuration, and maintenance.
• Advanced PC proficiency, including hardware setup, software installation, and system optimization.
• Experience with desktop system administration, including updates, security protocols, performance monitoring, and best practices.
• Familiarity with various end-user devices, including tablets and mobile phones, ensuring seamless integration and support, and management on MDM solutions.
• Hands-on experience with Entra, Active Directory, Intune, Office 365, Microsoft Cloud, and SharePoint, with the ability to manage permissions and troubleshoot issues.

Education And Experience

• High School Graduate or GED required.
• Bachelor's degree preferred.
• Certifications in IT related fields preferred but not required.
• Minimum of 2 years in similar position highly preferred.
• Lift equipment up to 40 lbs. occasionally and without assistance.

Benefits

• Competitive Compensation
• Insurance (medical, dental, vision)-First of the month after 30 days of employment
• 401(k)/ 401(k) matching- 100% of first 1% contributed and 50% of the next 5% after 1 year of employment
• Profit sharing
• 10 Paid Holidays
• Vacation/ PTO
• Life Insurance

Most people talk about culture, but we live and breathe it in all that we do. We care about our customers and our associates. We strive to provide a work environment that follows our beliefs:

• Culture- We are a team-oriented company. We believe in our employees and strive to improve the lives of those we serve.
• Benefits- Comprehensive benefit packages
• Growth- We believe in our employees and encourage them to grow both personally and professionally. As a company, we invest in our employees.
• Work-Life Balance- We take pride in our employees having a well work-life balance
• Our People- Here you will work side by side with very knowledgeable people in the industry and build relationships that last.

Pella Windows & Doors of the Carolinas and Southwest Virginia is an equal opportunity employer. The company does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or other protected statuses as applicable by local, state, and federal laws. Hiring decisions are based solely on qualifications and business needs.

If you are an individual with a disability, you may be entitled to a reasonable accommodation as defined under the Americans with Disabilities Act. If you require a reasonable accommodation at any time during the application or employment process, please contact Human Resources and provide the position details and your requested accommodation.