Pella Windows & Doors of Montana · 4 days ago
Tier 2 Service Desk Technician
Pella, IA
Full-time
Hybrid
Mid, Senior Level
5+ years expPella Windows & Doors of Montana is a leading window and door brand recognized for its innovation and design. They are seeking a Tier 2 Service Desk Technician who will be responsible for resolving escalated technical issues and delivering exceptional customer service as part of the IT Service Desk team.
Building Materials
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
Benefits
Individualized talent development plans
Cross-functional experiences
Opportunities for career advancement through personal and professional development
Company
Pella Windows & Doors of Montana
Since 1987, Pella Windows & Doors, Inc.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase