IT Helpdesk

SBT Global, Inc.•Plymouth, MI

1d•$60,000 - $65,000•Onsite

About The Position

We are seeking a skilled IT Helpdesk professional to provide Tier 2 technical support for a wide range of hardware and software issues. This role involves troubleshooting, user account management, hardware and software maintenance, and collaborating with other IT teams to ensure timely resolution of technical problems. The ideal candidate will have a strong background in Windows environments, excellent problem-solving skills, and a customer-focused approach.

Requirements

5+ years of hands-on IT support or Helpdesk experience.
Strong experience supporting Windows 10/11 environment
Hands-on experience with Microsoft Active Directory and user account management.
Experience supporting Microsoft Office and standard enterprise applications.
Experience troubleshooting desktop, laptop, printer, monitor, network, and peripheral issues.
Experience with IT ticketing/service management systems.
Hands-on experience with remote support tools such as SCCM, BeyondTrust, Remote Desktop, or similar platforms.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Ability to prioritize multiple support requests in a fast-paced environment.
Strong customer service mindset and ability to communicate effectively with non-technical users.

Nice To Haves

Experience with PowerShell or basic scripting.
Experience with software deployment, patch management, and system upgrades.
Experience with IT asset management and inventory systems.
Experience supporting network connectivity and basic networking issues.
Experience in a manufacturing, government, or large enterprise IT environment.
Knowledge of ITIL practices.
CompTIA A+, Network+, Microsoft, or other relevant certifications.
Korean/English bilingual communication skills.
Experience supporting 500+ end users in an enterprise or corporate environment.

Responsibilities

Provide Tier 2 technical support for desktop and laptop computers, monitors, printers, scanners, mobile devices, and other peripherals.
Troubleshoot and resolve hardware, software, network, and Windows-related issues.
Support Windows 10/11 operating systems and Microsoft Office applications.
Manage user accounts, password resets, access permissions, and other requests through Active Directory.
Support user onboarding and offboarding, including account setup, access management, and equipment preparation.
Install, configure, update, and maintain desktop hardware and software.
Assist with software deployment, patches, system updates, and upgrades.
Utilize remote support tools such as SCCM and BeyondTrust to diagnose and resolve user issues.
Manage and document incidents, requests, troubleshooting steps, and resolutions through an IT ticketing system.
Escalate complex technical issues to senior infrastructure or network teams when necessary.
Provide on-site support and respond to urgent or business-critical IT issues.
Identify recurring technical issues and recommend process improvements or long-term solutions.
Maintain accurate IT asset and inventory records.
Follow established IT security policies, procedures, and operational standards.
Collaborate with network, infrastructure, security, and other IT teams to ensure timely issue resolution.