Help Desk Technician II

Pennymac•Cary, NC

4h•Onsite

About The Position

The Help Desk Technician will provide primary support to Pennymac internal employees by taking calls, handling live chats, answering email, responding to tickets, answering support related questions, providing technical support for all Pennymac utilized systems. This position serves as the centralized entry point and provides escalated troubleshooting for all technology related service requests and support related issues for technical concerns across the company. Responsibilities also include assisting with account management, website and data tool maintenance/enhancement, and project management support. The Help Desk Technician will: Provide front-line technical support to largely external but sometimes internal 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)

Requirements

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

Responsibilities

Provide front-line technical support to largely external but sometimes internal 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

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