Help Desk Technician II

Pennymac • Cary, NC

27d • Onsite

About The Position

The Help Desk Technician will provide primary client support to Pennymac external and internal customers by taking calls, answering email, responding to tickets, answering support related questions, providing technical support for our web-based portals (MyHome,TPO, PCG). This position serves as the centralized entry point and provides escalated troubleshooting for all technology related service requests and support related issues for technical issues across the company. Responsibilities also include assisting with account management, website and data tool maintenance/enhancement, and project management support.

Requirements

• Proficiency in troubleshooting common applications and peripherals
• 1-2 years of experience in a help desk or technical support role
• Working knowledge of networking concepts and protocols
• Intermediate working knowledge of google suite usage, monitoring, break fix solutions
• Experience with Active Directory, Google Workspace, and remote support tools
• Solid understanding of computer hardware, software, operating systems (Windows, macOS), and networking concepts
• Excellent communication, interpersonal, and problem-solving skills
• Strong customer skills with an ability to work with accuracy and minimal direction
• Displays high initiative and works well under pressure

Nice To Haves

• Associate’s or Bachelor’s degree in computer science, business or related field preferred

Responsibilities

• Provide front-line technical support to internal and external customers, troubleshooting a wider range of issues with increased complexity
• Independently diagnose and resolve hardware, software, network, and application problems, including basic Active Directory and Google Workspace administration
• Proactively identify and resolve recurring technical issues, contributing to knowledge base articles and process improvements
• Assist with onboarding new employees, including equipment setup and software installation
• Escalate complex or unresolved issues, clearly documenting the steps taken and information gathered
• Participate in an on-call rotation, providing after-hours support as needed
• Contribute to team projects and initiatives, sharing knowledge and collaborating with colleagues
• Achieve and maintain Help/Service Desk performance metrics
• Demonstrate behaviors which are aligned with the organization’s desired culture and values
• Active participation in rotational “on-call” support to lower support tier (Not often but occasional)

Benefits

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree