Help Desk Technician II

Help Desk Technician II provides front-line, centralized support and escalated troubleshooting for Pennymac’s technology-related service requests.

Responsibilities

• Deliver primary client support to Pennymac external and internal customers via calls, email, and tickets
• Troubleshoot a wider range of hardware, software, network, and application issues with increased complexity
• Diagnose and resolve issues independently, including basic Active Directory and Google Workspace administration
• Provide technical support for web-based portals: MyHome, TPO, PCG
• Act as the central entry point for escalated troubleshooting across company technology service requests
• Proactively identify recurring issues and contribute to knowledge base articles and process improvements
• Escalate complex or unresolved problems, documenting steps taken and key information gathered
• Support onboarding for new employees, including equipment setup and software installation
• Participate in an on-call rotation for after-hours support as needed
• Occasional rotational on-call support to the lower support tier
• Assist with account management, website and data tool maintenance/enhancement, and project management support
• Contribute to team projects and initiatives by sharing knowledge and collaborating with colleagues
• Meet and maintain Help/Service Desk performance metrics
• Demonstrate behaviors aligned with Pennymac’s desired culture and values

Requirements

• 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
• Proficiency troubleshooting common applications and peripherals
• Working knowledge of networking concepts and protocols
• Intermediate working knowledge of Google Suite, including monitoring and break/fix solutions
• Experience with Active Directory, Google Workspace, and remote support tools
• Strong understanding of computer hardware, software, and operating systems (Windows, macOS) plus networking concepts
• Excellent communication, interpersonal, and problem-solving skills
• Strong customer focus with the ability to work with accuracy and minimal direction
• Demonstrates initiative and performs well under pressure

Technologies

• Active Directory
• Google Workspace
• Windows
• macOS
• Google Suite
• Remote support tools

Compensation

• Salary: $50,000 - $75,000 per year
• Individual salary may vary based on role, geographic location/market data, and skills/experience
• Some roles may be eligible for performance-based compensation and/or stock-based incentives
• Work model: OFFICE

Benefits

• Comprehensive Medical, Dental, and Vision
• Paid Time Off programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants, and corporate sponsorships

Location: Cary, NC (onsite)