Helpdesk Technician 2

Join Our Team

In 2025, USA Today recognized Primerica as a Top Workplace USA for the fifth year in a row, and Newsweek named Primerica one of America's Greatest Workplaces for Diversity for the second consecutive year. In 2024, the Atlanta Journal-Constitution named Primerica as a Top Workplace for the eleventh consecutive year, and Forbes recognized Primerica as one of America's Best Employers for Women for the fifth year in a row. In addition, for the tenth time Primerica has been voted a Best Employer by Gwinnett Magazine. Primerica is a great place to work! Join our team to experience what it's like to work at "one of the best places to work in the metro Atlanta".

About this Position

The Help Desk Technician II provides first-level monitoring and Tier 2 technical support for Primerica's enterprise IT infrastructure and applications supporting Employees and Agents. This role requires intermediate technical knowledge, strong troubleshooting abilities, and a customer-focused approach within a 24x7 operational environment.

The technician monitors enterprise alerting tools, service requests, and inbound communications to the Network Operations Center (NOC), performs incident triage and impact assessment, creates and routes tickets, and escalates issues based on priority and business impact. The role ensures early detection of system issues, accurate classification, and effective escalation while maintaining professional communication with IT leadership and business stakeholders during high-impact incidents.

This position follows a rotating 36-hour work week consisting of three 12-hour shifts (3x12). As part of the rotation, the selected candidate is required to work an alternating weekend shift for a consecutive 13-week period.

Responsibilities & Qualifications

Essential Job Duties

Monitoring & Incident Intake

• Monitor enterprise monitoring tools for alerts across Enterprise, Infrastructure, Cloud, Services, and Application layers.
• Monitor Service Requests and respond to employee calls and emails received by the NOC.
• Create accurate, detailed incident and service request tickets.

Incident Triage & Categorization

• Perform triage to determine severity, priority, and business impact.
• Gather and document incident details including time of occurrence, affected systems, and user impact.
• Reproduce incidents when possible to validate reported issues.
• Ensure tickets are complete, factually accurate, and routed to the correct support team.

Escalation & Response

• Apply documented Tier 1 remediation steps when appropriate.
• Escalate incidents to Tier 2/3 System Engineers, Application Support, Development teams, or Management.
• Assist Help Desk Technician I staff with escalation guidance and incident categorization.

Communication & Impact Management

• Conduct impact assessments to determine escalation and communication requirements.
• Professionally manage communication channels for high-impact incidents.
• Provide timely updates to IT leadership and business stakeholders throughout the incident lifecycle.

Tier 2 End-User Support

• Provide Tier 2 support via phone, email, Service Requests, and Service Portal.
• Support PCs, laptops, VDI environments, application authentication, VPN/remote access, and general remote connectivity issues.
• Provide support to employees and off-shore contractors.

System & Application Validation

• Perform system and application functional testing following system changes or incident triage.
• Validate application health and availability against service expectations.
• Initiate incident tickets and coordinate recovery actions when abnormalities are detected.

Required Qualifications

Education

• Associate's degree or some college coursework completed in a related field:
  • Computer Science
  • Information Technology
  • Information Security
  • Networking
  • Business Administration
• Equivalent education and experience combinations may be considered.

Experience

• 3-5 years of related technical support experience
• Prior experience in Help Desk, NOC, Data Center, or enterprise IT support roles

Technical & Professional Skills

• Strong troubleshooting and problem-solving skills
• Analytical thinking with ability to prioritize work based on urgency and impact
• Exceptional customer service skills and professionalism
• Proficiency in Windows and macOS operating systems
• Experience with VPN and remote access support
• Intermediate knowledge of networking, server management, and Kubernetes
• Familiarity with Jira Service Management or similar ITSM tools
• Familiarity with monitoring platforms such as Dynatrace, Nagios, SolarWinds, ExtraHop, Selenium, Fiddler, Wireshark, Graylog, or comparable tools
• Strong organizational, time management, and interpersonal skills
• Proven ability to collaborate with cross-functional technical teams

Preferred Qualifications

• Experience supporting 24x7 enterprise monitoring environments
• ITIL Foundation knowledge or certification
• Financial services or large enterprise IT experience

This is a hybrid role in Duluth, GA.

The salary range for this role is $45k - $55k.

This role is not eligible for sponsorship.

FLSA status:
This position is exempt (not eligible for overtime pay):
No

Our Benefits:

• Day one health, dental, and vision insurance
  
• 401(k) Plan with competitive employer match
  
• Vacation, sick, holiday and volunteer time off
  
• Life and disability insurance
  
• Flexible Spending Account & Health Savings Account
  
• Professional development
  
• Tuition reimbursement
  
• Company-sponsored social and philanthropy events
  

It has been and will continue to be the policy of Primerica, Inc., and its subsidiaries to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state or local laws.

At Primerica, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.