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. Primerica is a leading provider of financial products and services to middle-income families in the U.S. and Canada. Since 1977, Primerica has helped millions of middle-income households protect their families and save for the future. We insure over 5.5 million lives and have approximately 3.0 million client investment accounts. Headquartered in metro Atlanta, Primerica is a Fortune 1000 company with over 2,800 employees located in the U.S. and Canada. Our employees are an integral part of achieving Primerica's mission in creating more financially independent families and supporting over 151,000 licensed financial representatives across the U.S. and Canada. The Company's competitive salaries, award-winning benefits packages, and employee recognition programs are just a few of the reasons the average employee tenure is 13 years. Awards and Recognitions Newsweek's America's Greatest Workplaces USA Today's Top Workplaces USA Atlanta Journal-Constitution's Top Workplaces Forbes America's Best Insurance Companies #1 Most Trusted Life Insurance Company by Investor's Business Daily #3 Most Trusted Financial Company by Investor's Business Daily Our stock is traded on The New York Stock Exchange under the symbol "PRI." If you need help with any part of the application process, please email Recruiting@primerica.com. www.primerica.com

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