Tier II IT Helpdesk Technician: End-User Support Pro

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

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.