Cary, NC

Support Jobs in Cary, NC

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Today

Help Desk Technician II

Pennymac Cary, NC

Cary, NC

Today

$50k - $75k/yr Full time Active Directory Application Support End User Support

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Job Description

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)

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16d ago

HelpLine Technical Support Analyst, Employee Experience & Productivity

Apple Cary, NC

Cary, NC

16d ago

$33 - $50/hr Full time End User Support Hardware Support Help Desk Support

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Job Description

Apple’s IS&T HelpLine team supports employees, contractors, and vendors worldwide with responsive technical assistance across Apple products and services. In this onsite Cary, NC role, you will work within a fast-paced environment, helping resolve cases from the first contact through completion.

As a HelpLine Technical Support Analyst focused on Employee Experience and Productivity, you will provide hands-on support for hardware and software issues, troubleshoot using established procedures, and coordinate with internal partners to move urgent problems toward resolution.

What you’ll do

Deliver technical support to Apple employees and contractors through telephone, chat, email, and a ticketing system.
Conduct impact assessment and troubleshoot according to established procedures, while documenting the issue, troubleshooting steps, and final resolution.
Own support cases by advocating for the caller and facilitating technical support from initial contact to resolution.
Handle hierarchical and functional critical issues.
Collaborate with the HelpLine, Infrastructure Services, and IS&T management teams using email, chat, telephone, and in person.

What you bring

At least 1 year of experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and/or Apple TV.
Strong troubleshooting and problem resolution skills.
A conceptual understanding of IP networking and basic network troubleshooting skills.
Experience using an IT service management or CRM system to track technical support cases.
Experience using a knowledge base system.

Technologies you may work with

Hardware and software technical support
IP networking
IT service management or CRM systems
Knowledge base system
Retail POS, web-based information systems architecture, and multi-tiered information systems architecture

Pay and benefits

The base pay range for this role is $33.63 to $50.51/hr, and base pay will depend on skills, qualifications, experience, and location.

Comprehensive medical and dental coverage
Retirement benefits
Discounted products and free services
Reimbursement for certain educational expenses, including tuition
Opportunity to become an Apple shareholder through Apple’s discretionary employee stock programs
Eligible for discretionary restricted stock unit awards
Option to purchase Apple stock at a discount through the Employee Stock Purchase Plan
May be eligible for discretionary bonuses or commission payments, as well as relocation

Preferred qualifications

Familiarity with Retail POS and other retail IT systems
Conceptual understanding of multi-tiered and web-based information systems architecture
Motivation and ability to work as part of a distributed team
Good interpersonal communications and customer service skills
Excellent English-language oral and written communications skills
Excellent telephone and email etiquette
Excellent time management and multi-tasking skills
Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
Ability to maintain composure and a customer-service focus in stressful situations

Location

Cary, NC (onsite)

Application deadline

Apple accepts applications to this posting on an ongoing basis.

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Support Jobs in Cary, NC

Help Desk Technician II

HelpLine Technical Support Analyst, Employee Experience & Productivity

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