• Job Description

  Req#: R-272:052025

  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 2 is responsible for providing first level support to monitor Primerica IT Enterprise Infrastructure and Applications for both Employees and Agents and respond according to department procedures. This position requires intermediate IT technology, System Administration, Application, or IT Computer support knowledge. They will provide end user support in regard to PCs and laptops and general remote support. They are responsible for executing health checks for general systems and applications.
  
  Candidates must reside in Metro Atlanta area to be considered
  
  Salary Range: $50K - $58K
  
  10% shift Deferentially
  
  3 Days a week 7:00pm - 8:00am
  
  Rotating Shift / Holiday's and Weekends
  
  Hybrid Role

  Responsibilities & Qualifications

  • The Help Desk Technician 2 is responsible for providing first level support to monitor Primerica IT Enterprise Infrastructure and Applications for both Employees and Agents.
  • This position requires intermediate IT technology, System Administration, Application, or IT Computer support knowledge.
  • The Technician is required to monitor Service Requests, answer employee emails / calls to the Network Operations Center (NOC), and create the ticket to track the requested assistance.
  • Following a triage process is essential to ensure proper priority, escalation, and support team assignment is completed for each reported item.
  • Ensure tickets are factually correct and quickly dispositioned to the correct team to minimize downtime impacts to employees and agents.
  • Additionally, this role is accountable for ensuring all enterprise monitoring tools alerts are detected, triaged and escalated according to priority and impact of the alert.
  • This is inclusive of all IT Layers: Enterprise, Infrastructure, Cloud, Services, & Application.
  • Analysis of the monitoring alert and complete an impact assessment to apply the correct prioritization for the event is crucial.
  • High impact incidents requires the technicians to professionally manage the communication channels to IT Leadership and Senior Business Stakeholders.
  • Technicians also provide assistance and training for end-user support questions specific to Applications, PCs, Laptops, VPN, and general remote support.
  • In response to system changes or triage activities, the Technician performs general system / application functional tests to ensure applications are healthy.

  EDUCATION, EXPERIENCE & CERTIFICATIONS

  • Strong troubleshooting and problem-solving skills to resolve issues effectively and efficiently.
  • Analytical thinking with the ability to manage multiple tasks and prioritize work based on urgency and impact.
  • Exceptional Customer Service Skillset is essential to deliver world class support.
  • Familiarity with Jira Service Management and experience with remote VPN Access.
  • Proficiency in Windows and macOS operating systems. Intermediate knowledge of network, server management, and kubernetes
  • Strong organizational and time management skills.
  • Strong interpersonal skills.
  • Familiarity with dashboard monitoring tools such as Dynatrace, Nagios, Solarwinds, ExtraHop, Selenium, Fiddler, Wireshark, Graylog, etc.
  • Some college or relevant certification preferred

  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.

• About the company

  Primerica, Inc. is a United States-based multi-level marketing company that sells insurance and financial services.

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