Help Desk Technician II - IT Support & On-Call

PennyMac Corp.; Cary, Westlake Village (NC, CA); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid Time Off

Wellness Programs

Retirement benefits

Philanthropy Programs

Job summary

Pennymac is hiring a Help Desk Technician in Cary, NC. The role provides frontline support for internal and external customers, troubleshooting hardware, software, and network issues, and assisting with onboarding and documentation.

You will help maintain service metrics and contribute to continuous improvements while working in an office setting with occasional on-call duties. Preferred candidates have 1–2 years in a help desk, knowledge of AD and Google Workspace, and strong communication

Qualifications

• 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 Windows and macOS, hardware, software, and networking concepts.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong customer skills with accuracy and independence.

Responsibilities

• Provide front-line technical support to internal and external customers, troubleshooting a wider range of issues with increased complexity.
• Diagnose and resolve hardware, software, network, and application problems, including basic AD and Google Workspace administration.
• Identify recurring issues and contribute to knowledge base articles and process improvements.
• Assist with onboarding new employees, including equipment setup and software installation.
• Escalate complex issues, documenting steps and gathered information.
• Participate in an on-call rotation, providing after-hours support as needed.
• Contribute to team projects and share knowledge with colleagues.
• Achieve and maintain Help/Service Desk performance metrics.
• Demonstrate alignment with company culture and values.

Skills

Troubleshooting

Customer service

Communication

Problem solving

Education

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

Tools

Active Directory

Google Workspace

Remote support tools

Job description

Pennymac is hiring a Help Desk Technician in Cary, NC. The role provides frontline support for internal and external customers, troubleshooting hardware, software, and network issues, and assisting with onboarding and documentation.

You will help maintain service metrics and contribute to continuous improvements while working in an office setting with occasional on-call duties. Preferred candidates have 1–2 years in a help desk, knowledge of AD and Google Workspace, and strong communication