IT Help Desk Technician II

Private National Mortgage Acceptance Company, LLC; Weston (NC); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Paid Time Off

Medical, Dental, Vision

401k match

Job summary

Pennymac is seeking a Help Desk Technician to provide primary support to internal and external customers via calls, emails, and tickets. You’ll troubleshoot a broad range of hardware, software, and network issues and assist with account management, website tools, and project support.

You will diagnose and resolve problems, contribute to knowledge base, assist onboarding of new employees, and participate in on-call rotations. Strong communication and customer-service skills are essential.

Qualifications

• Associate’s or Bachelor’s degree in computer science, business or related field preferred.
• 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 and support tools.
• Experience with Active Directory, Google Workspace, and remote support tools.
• Solid understanding of hardware, software, OS (Windows/macOS) and networking concepts.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong customer skills with accuracy and ability to work with minimal direction.
• Displays initiative and works well under pressure.

Responsibilities

• Provide front-line technical support to internal and external customers, troubleshooting a wider range of issues.
• Diagnose and resolve hardware, software, network, and application problems, including basic Active Directory and Google Workspace administration.
• Identify and resolve recurring issues, contributing to knowledge base articles and process improvements.
• Assist with onboarding new employees, including equipment setup and software installation.
• Escalate complex issues, documenting steps taken and information gathered.
• Participate in on-call rotation for after-hours support as needed.
• Contribute to team projects and knowledge sharing.
• Achieve and maintain Help/Service Desk performance metrics.
• Demonstrate behaviors aligned with the organization’s culture and values.

Skills

Troubleshooting

Networking basics

Google Workspace

Active Directory

Communication

Customer service

Education

Associate/Bachelor in CS, business or related

Tools

Windows/macOS

Remote support tools

Google Workspace Admin

Job description

Pennymac is seeking a Help Desk Technician to provide primary support to internal and external customers via calls, emails, and tickets. You’ll troubleshoot a broad range of hardware, software, and network issues and assist with account management, website tools, and project support.

You will diagnose and resolve problems, contribute to knowledge base, assist onboarding of new employees, and participate in on-call rotations. Strong communication and customer-service skills are essential.