Tier II Help Desk Support

Job DetailsJob Location: Hazelwood, MO 63042Salary Range: $25.00 - $30.00 HourlyJoin 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. QualificationsWhat You Bring Experience That Drives Success 2–4 years of hands‑on IT support experience or helpdesk Advanced operating system knowledge, including troubleshooting Windows and macOS system files, registry fixes, and boot errors Ability to diagnose network issues including VPN, TCP/IP, and DNS Demonstrated ability to independently resolve issues across hardware, software, operating systems, account access, printers, peripherals, and network connectivity Experience supporting Microsoft 365 applications, email, user accounts, and permissions Strong problem‑solving and analytical skills with the ability to investigate issues beyond standard troubleshooting scripts Ability to work onsite and provide hands‑on support in office, warehouse, shipping, and manufacturing areas Ability to support remote users both domestically and internationally CompTIA A+, Network+, Security+, Microsoft, ITIL, HDI or comparable technical certification (preferred) Experience supporting technology in manufacturing, distribution, warehouse, or shipping environments (preferred) Experience supporting label printers and barcode devices including handheld devices, shipping stations, production workstations, and other operational technology (preferred) Experience supporting Microsoft Teams, SharePoint, OneDrive, Exchange Online, and Entra ID (preferred) Experience supporting an ERP system; experience with Epicor Kinetic or another manufacturing ERP is especially helpful (preferred) Key Strengths & Skills Acts with integrity, professionalism, and confidentiality Strong verbal and written communication skills Proactive time management and ability to work on many projects at various points of the product development cycle. Bias for action and ability to work with a sense of urgency Collaboration skills Proficiency in Microsoft Office Suite Our Culture We build strong relationships—with teammates, partners, and customers We take pride in knowing every product we build serves the purpose of protecting lives We listen actively, coach frequently, and own our results We foster innovation, value curiosity, and believe that experimentation is part of growth We create a welcoming and inclusive space where everyone belongs We take ownership of our work—quality and safety are at the core of what we do Benefits That Matter Employee Ownership Program – You’re not just an employee—you’re an owner. We share success together. Competitive health, dental, and vision plans 401(k) with company match Generous paid time off and holidays Continuous learning and development opportunities Financial Wellness programs including complimentary Certified Financial Planner sessions Recognition programs that celebrate individual and team wins A mission-driven team that supports life-saving outcomes, every day Location This is a full-time position, on-site at our Manufacturing Facility located in Hazelwood, MO. Ready to Apply? Ready to make a real impact? If you’re driven, curious, and excited to grow with a team that’s changing the world—and where you’re not just an employee but an owner—we want you on board! Join us, and let’s create safer environments together—making a global difference you’ll be proud to own.