Tech Support/IT Helpdesk

BTI Solutions • Plano, TX

2d

About The Position

This role provides second-line technical support for a range of hardware and software issues within an enterprise environment. The position involves troubleshooting, incident resolution, user management, and supporting executive-level VIPs. The successful candidate will also contribute to system maintenance, process improvement, and ensuring IT security compliance.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of hands-on experience in an IT support role in an enterprise environment.
• Strong proficiency with Microsoft Active Directory (ADUC, GPOs, DNS, DHCP).
• Solid experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications.
• Familiarity with remote support tools (e.g., SCCM, Remote Desktop, etc.).
• Strong problem-solving and communication skills, both written and verbal.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Nice To Haves

• Certifications such as CompTIA A+, Network+, Microsoft (MCP, MCSA), or similar are preferred.
• VDI support experience is a plus.
• MacOS support experience is a plus.
• Working knowledge of ITIL practices is a plus.
• Experience in IT service desk environments supporting 500+ end users.
• Exposure to basic scripting (PowerShell) for automation tasks.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow, BMC Remedy).
• Experience with Enterprise Mobility Management (or Mobile Device Management).
• Experience with WDS (Windows Distribution Services).
• Experience with disk imaging/cloning tools.

Responsibilities

• Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments.
• Troubleshoot and resolve incidents related to Microsoft Active Directory (user accounts, group policies, OUs, permissions, login issues, etc.).
• Support Office suite (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools.
• Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution.
• Perform user onboarding/offboarding and manage access rights through AD and other systems.
• Provide on-site & off-hour VIP Support for Executives and other urgent cases.
• Maintain accurate records of issues and resolutions using the service management system (e.g., Zendesk, etc.).
• Assist with software deployment, patching, and system updates.
• Identify recurring issues and recommend long-term solutions or process improvements.
• Ensure compliance with IT security policies and procedures.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid sick leave
• Life, accidental death & dismemberment (AD&D), and long-term disability (LTD) insurance
• Optional voluntary life/AD&D coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level