Pella Corporation · 11 hours ago
Tier 2 Service Desk Technician
Pella, IA
Full-time
Hybrid
Senior Level
5+ years expPella Corporation is seeking a Tier 2 Service Desk Technician to join their IT Service Desk team. This role is responsible for resolving escalated technical issues, delivering exceptional customer service, and supporting Tier 1 technicians, with a focus on efficiency and customer satisfaction.
LifestyleManufacturing
Responsibilities
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, OneDrive, 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 ServiceNow 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
Qualification
Required
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
Preferred
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
Company
Pella Corporation
Pella Corporation is a privately held window and door manufacturing company.
10001+ employees
H1B Sponsorship
Pella Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (14)
2023 (15)
2022 (12)
2021 (8)
2020 (12)
Funding
Current Stage
Late StageLeadership Team
Emily Videtto
President and COO
Recent News
Corridor Business Journal
2025-11-21
Company data provided by crunchbase