IT Helpdesk Technician Tier II

Join Pella onsite in High Point, NC as an IT Helpdesk Technician Tier II, supporting end users with reliable, responsive technical help. You will work with a team that prioritizes safety, accountability, and customer-focused service, backed by benefits designed to support you from day one.

How you’ll make an impact

• Provide top-tier troubleshooting for hardware and software issues, responding to helpdesk inquiries and resolving user questions.
• Act as the first point of contact for incoming technical requests by monitoring and responding to helpdesk tickets, including requests submitted outside standard channels.
• Monitor helpdesk queues and handle tickets based on impact-priority, escalating complex technical issues and higher-complexity tickets to the right team members.
• Diagnose technical problems and guide users through corrective steps for OS, software, and hardware issues.
• Support device and user onboarding, helping users get set up and stay productive with maintained end-user devices and reliable network performance.
• Process new hire, termination, and security tickets with a high-priority focus on security and termination requests.
• Create and maintain documentation for service requests, incidents, troubleshooting procedures, and changelogs to support consistent support delivery.
• Support Tier 1 and Tier 2 helpdesk requests across North Carolina and Southwestern Virginia, while assisting as needed in South Carolina.

What you bring

• 2+ years of experience in a similar position is highly preferred.
• High School Graduate or GED required.
• Strong organization, attention to detail, and a commitment to exceptional customer experience.
• Analytical and troubleshooting skills for effective problem-solving.
• Clear, professional verbal communication and excellent phone etiquette.
• Quality-focused approach to diagnosing and resolving technical issues.
• Solid understanding of local area networks (LANs), including configuration and troubleshooting.
• Proficiency with 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 end-user devices such as tablets and mobile phones, including integration and support via MDM solutions.
• Hands-on experience with Entra, Active Directory, Intune, Office 365, Microsoft Cloud, and SharePoint, including managing permissions and troubleshooting issues.
• Ability to lift equipment up to 40 lbs. occasionally, without assistance.

Tools you’ll use

Windows operating systems, Entra, Active Directory, Intune, Office 365, Microsoft Cloud, SharePoint, MDM

Benefits and culture

• 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

Most people talk about culture, but Pella builds it into day-to-day work. You’ll join a team-oriented environment focused on safety and accountability, with knowledgeable colleagues and support for growth personally and professionally. The company also emphasizes work-life balance and offers comprehensive benefits to help associates and customers.