Tier II Help Desk Support

Join Us as a Tier 2 Help Desk Technician at Potter Global Technologies

At Potter Global Technologies, we’ve been protecting lives around the world for over 125 years—and we’re just getting started. We’re a global leader in life safety solutions, committed to saving lives through innovative technology and trusted partnerships.

Our vision is for our customers to know us globally as their innovative, easy-to-do-business-with, best-in-class life-safety product partner. And our mission? With a passion for creating safer environments worldwide, our mission is to provide our customers with a team of real people that connect them with reliable expertise in life safety applications.

If you're inspired by purpose, energized by collaboration, and thrive in an environment of feedback, ownership, and experimentation—you’ll feel at home here.

As a Tier 2 Help Desk Technician, you will provide advanced technical support as the Tier 2 escalation point, independently diagnosing complex hardware, software, network, account, and application issues while maintaining a strong customer‑service focus. In this role, you’ll document resolutions, identify recurring problems, and collaborate with other IT teams when further escalation is needed, ensuring issues are resolved efficiently and long‑term improvements are captured. Ready to level up your IT career? Apply now!

What You’ll Do

• Provide Tier 2 technical support for desktops, laptops, mobile devices, peripherals, operating systems, and business applications.
• Troubleshoot and resolve escalated incidents involving hardware, software, networking, user accounts, and system access.
• Support Windows environments including configuration, troubleshooting, updates, and application issues.
• Troubleshoot Microsoft 365 applications and services such as Outlook, Teams, OneDrive, and Office applications.
• Manage user accounts, passwords, permissions, and group memberships using Active Directory and/or Microsoft Entra ID.
• Troubleshoot LAN, Wi‑Fi, VPN, DNS, DHCP and general network connectivity issues.
• Use remote support and endpoint‑management tools to diagnose and resolve technical issues.
• Create, update, prioritize, and resolve tickets within the organization’s ticketing system.
• Maintain accurate documentation of troubleshooting steps, resolutions, equipment, and user interactions.
• Escalate advanced issues related to infrastructure, security, or applications with complete troubleshooting documentation.
• Identify recurring technical issues and recommend permanent solutions or process improvements.
• Create and maintain knowledge‑base articles and technical documentation.
• Assist Tier 1 technicians with troubleshooting, technical guidance, and knowledge transfer.
• Follow IT security and change‑management procedures.
• Participate in IT projects, system deployments, upgrades, and technology rollouts as needed.
• Take on additional responsibilities as needed to support team goals and project milestones.