IT Helpdesk Technician Tier II

Pella Windows & Doors of the Carolinas and Southwest Virginia; High Point (NC); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Competitive compensation

Health insurance

401(k) matching

Profit sharing

Paid Holidays

Vacation/PTO

Life Insurance

Job summary

Pella Windows & Doors of the Carolinas and Southwest Virginia is seeking a capable IT Help Desk Technician Tier II to support North Carolina users. You will troubleshoot hardware and software, onboard devices, and provide end-user training while handling security-sensitive tickets.

In this role you will monitor the helpdesk, triage requests by impact, maintain documentation, and collaborate with IT teams to resolve issues across Windows, AD, Intune, and cloud services.

Qualifications

• Excellent customer service and ability to communicate with end users.
• Strong analytical and troubleshooting skills for effective problem-solving.
• Clear and professional verbal communication for supporting end users and teams.
• Excellent phone etiquette and efficient user assistance.
• Commitment to quality in diagnosing and resolving technical issues.
• Solid understanding of LANs, including configuration and troubleshooting.

Responsibilities

• Act as the initial point of contact for all incoming technical requests and monitor helpdesk tickets.
• Address tickets by impact-priority and escalate complex issues to appropriate teams.
• Provide technical support by researching, troubleshooting, and maintaining end-user devices and network performance.
• Diagnose problems, research solutions, and guide users through corrective steps for OS, software, and hardware issues.
• Process new hire, termination, and security-related tickets with emphasis on security.
• Create and maintain documentation for service requests, incidents, and troubleshooting procedures.
• Address Tier 1 and Tier 2 requests for NC and Southwestern Virginia, with some SC support.

Skills

Customer service

Troubleshooting

End-user training

Documentation

Communication

Education

High School Diploma or GED

Bachelor’s degree preferred

IT certifications preferred

Tools

Entra

Active Directory

Intune

Office 365

Microsoft Cloud

SharePoint

MDM solutions

LAN configuration/troubleshooting

Windows OS installation/configuration

Job description

Job Summary

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.
• 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.

Essential Duties and Responsibilities

• 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.
• 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.

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.

Education and Experience

• High School Graduate or GED required.
• Bachelor’s degree preferred.
• Certifications in IT related fields preferred but not required.
• Minimum of 2 years in similar position highly preferred.
• Lift equipment up to 40 lbs. occasionally and without assistance.

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

About

Most people talk about culture, but we live and breathe it in all that we do. We care about our customers and our associates. We strive to provide a work environment that follows our beliefs:

• Culture- We are a team-oriented company. We believe in our employees and strive to improve the lives of those we serve.
• Benefits- 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.

Check out our website and see if Pella will be a great fit for you!

Company Website

Pella Windows & Doors of the Carolinas and Southwest Virginia is an equal opportunity employer. The company does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or other protected statuses as applicable by local, state, and federals laws. Hiring decisions are based solely on qualifications and business needs.

If you are an individual with a disability, you may be entitled to a reasonable accommodation as defined under the Americans with Disabilities Act. If you require a reasonable accommodation at any time during the application or employment process, please contact Human Resources and provide the position details and your requested accommodation.