IT Helpdesk Technician Tier II

Pella•High Point, NC

4d•Onsite

About The Position

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. 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.

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.

Nice To Haves

Bachelor’s degree preferred.
Certifications in IT related fields preferred but not required.
Minimum of 2 years in similar position highly preferred.

Responsibilities

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.

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
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.