Helpdesk Technician 2

Primerica•Duluth, GA

16h•$45,000 - $55,000•Hybrid

About The Position

The Help Desk Technician II provides first-level monitoring and Tier 2 technical support for Primerica’s enterprise IT infrastructure and applications supporting Employees and Agents. This role requires intermediate technical knowledge, strong troubleshooting abilities, and a customer-focused approach within a 24x7 operational environment. The technician monitors enterprise alerting tools, service requests, and inbound communications to the Network Operations Center (NOC), performs incident triage and impact assessment, creates and routes tickets, and escalates issues based on priority and business impact. The role ensures early detection of system issues, accurate classification, and effective escalation while maintaining professional communication with IT leadership and business stakeholders during high-impact incidents. This position follows a rotating 36-hour work week consisting of three 12-hour shifts (3x12). As part of the rotation, the selected candidate is required to work an alternating weekend shift for a consecutive 13-week period.

Requirements

Associate’s degree or some college coursework completed in a related field: Computer Science Information Technology Information Security Networking Business Administration
3–5 years of related technical support experience
Prior experience in Help Desk, NOC, Data Center, or enterprise IT support roles
Strong troubleshooting and problem-solving skills
Analytical thinking with ability to prioritize work based on urgency and impact
Exceptional customer service skills and professionalism
Proficiency in Windows and macOS operating systems
Experience with VPN and remote access support
Intermediate knowledge of networking, server management, and Kubernetes
Familiarity with Jira Service Management or similar ITSM tools
Familiarity with monitoring platforms such as Dynatrace, Nagios, SolarWinds, ExtraHop, Selenium, Fiddler, Wireshark, Graylog, or comparable tools
Strong organizational, time management, and interpersonal skills
Proven ability to collaborate with cross-functional technical teams

Nice To Haves

Experience supporting 24x7 enterprise monitoring environments
ITIL Foundation knowledge or certification
Financial services or large enterprise IT experience

Responsibilities

Monitor enterprise monitoring tools for alerts across Enterprise, Infrastructure, Cloud, Services, and Application layers.
Monitor Service Requests and respond to employee calls and emails received by the NOC.
Create accurate, detailed incident and service request tickets.
Perform triage to determine severity, priority, and business impact.
Gather and document incident details including time of occurrence, affected systems, and user impact.
Reproduce incidents when possible to validate reported issues.
Ensure tickets are complete, factually accurate, and routed to the correct support team.
Apply documented Tier 1 remediation steps when appropriate.
Escalate incidents to Tier 2/3 System Engineers, Application Support, Development teams, or Management.
Assist Help Desk Technician I staff with escalation guidance and incident categorization.
Conduct impact assessments to determine escalation and communication requirements.
Professionally manage communication channels for high-impact incidents.
Provide timely updates to IT leadership and business stakeholders throughout the incident lifecycle.
Provide Tier 2 support via phone, email, Service Requests, and Service Portal.
Support PCs, laptops, VDI environments, application authentication, VPN/remote access, and general remote connectivity issues.
Provide support to employees and off-shore contractors.
Perform system and application functional testing following system changes or incident triage.
Validate application health and availability against service expectations.
Initiate incident tickets and coordinate recovery actions when abnormalities are detected.