Tier 2 Service Desk Technician

The Tier 2 Service Desk Technician is a key member of the IT Service Desk, responsible for resolving escalated technical issues, delivering exceptional customer service, and acting as a subject‑matter resource for Tier 1 technicians. This role requires strong technical troubleshooting skills, solid communication abilities, and a mindset focused on efficiency, accuracy, and customer satisfaction.

Tier 2 technicians support the team's mission to resolve 90% of tickets within 24 hours, prioritize personal contact with end users, and serve as the face of IT by providing outstanding service experience.

• Serve as the primary escalation point for Tier 1 for complex or unresolved incidents.
• Diagnosing and resolving issues related to:
  • Windows & macOS operating systems
  • Hardware (PCs, mobile devices, printers, peripherals)
  • MFA, SSO, identity management
  • Microsoft 365 applications (Outlook, Teams, One Drive, SharePoint)
  • Core enterprise applications (ERP, HRIS, ticketing systems, etc.)
• Perform remote and on‑site troubleshooting as needed.
• Ensure root cause is identified and documented to minimize repeat issues.

• Provide clear, empathetic, and professional communication with end users.
• Proactively follow up with customers to ensure full resolution and satisfaction.
• Maintain a strong service mindset—your team is the friendly “front door of IT.”
• Collaborate with users to educate them on tools, systems, and best practices.

• Document all work thoroughly within the Service Now platform.
• Contribute to and maintain the knowledge base (KB articles, how‑to guides).
• Assist other team members with coaching, training, and escalations.

• Identify opportunities to reduce ticket volume through automation or process changes.
• Work closely with infrastructure, security, and application teams to resolve cross‑functional issues.
• Support problem management by identifying trends and recurring incidents.
• Help drive the team’s continuous improvement culture.

• 5+ years of experience in IT support, including Tier 2 or Tier 3 responsibilities.
• Strong troubleshooting skills across hardware, software, and networking.
• Experience with Microsoft 365 administration and support.
• Proven ability to communicate technical concepts clearly to non‑technical users.
• Excellent customer service, communication, and documentation skills.

• 4-year IT degree or equivalent
• Certifications such as:
  • CompTIA A+, Network+
  • Microsoft 365 Fundamentals (MS‑900)
  • Azure Fundamentals (AZ‑900)
  • Modern Desktop Administrator (MD‑102)
• Experience supporting enterprise environments with high service expectations.
• Customer Focus – Approaches every interaction with empathy and helpfulness.
• Technical Acumen – Deep problem‑solving ability and desire to understand root causes.
• Accountability – Owns issues from start through resolution.
• Team Collaboration – Works seamlessly with colleagues; mentors junior staff.
• Adaptability – Thrives in a fast‑paced environment with shifting priorities.
• Continuous Improvement Mindset – Looks for ways to improve services, documentation, and processes.

As the #1 most‑preferred national window and door brand by homeowners across the country, Pella Corporation leads the industry in innovation and design. Founded in 1925, today the Pella Family of Brands encompasses a robust product offering sold and installed through various channels. We are a growing, privately owned company with 20 manufacturing locations and over 10,000 team members in the U.S. and Canada.

Pella is consistently recognized as a great place to work by Newsweek, Forbes and Glassdoor, having most recently been named to America’s Greatest Workplaces for Diversity by Newsweek in 2024, as well as Forbes's 2024 Best Employers for Women and Best‑In‑State Employer in Iowa. We have also received numerous accolades for innovation and design, including Fast Company’s Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for 2022 and 2023.

At Pella, our team cares deeply, learns continuously and achieves results that go beyond. We encourage creative thinking that seeks out and includes diverse perspectives. And we empower you to do the work you’re most proud of — that’s why we offer individualized talent development plans, cross‑functional experiences and opportunities for career advancement through personal and professional development.

With talent just like you, we are imagining, building and fighting for a brighter future for generations to come. Ready to find a career that sparks your passion?

• Job Identification 249980
• Job Category Information Technology
• Posting Date 02/05/2026, 03:50 PM
• Job Schedule Full time