Tech Support/IT Helpdesk (Tier 2)

SBT Global•Plano, TX

1d•Onsite

About The Position

The Tier 2 IT Helpdesk Technician provides customer-focused enterprise IT support to maintain user productivity and deliver high-quality IT service. The role focuses on troubleshooting and resolving issues in Microsoft Active Directory and Windows environments, supporting end-user devices and applications, and handling escalated technical issues. This is a one-year contract based in Plano, Texas, with a pay rate of approximately $30.25 per hour, depending on experience.

Requirements

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

Nice To Haves

CompTIA A+, Network+, Microsoft MCP/MCSA, or similar certifications.
VDI support experience.
macOS support experience.
Working knowledge of ITIL practices.
Experience supporting 500 or more end users in an IT service desk environment.
Basic scripting experience, particularly with PowerShell, for automation tasks.
Experience with ticketing systems such as Zendesk, ServiceNow, or BMC Remedy.
Experience with Enterprise Mobility Management (EMM) or Mobile Device Management (MDM).
Experience with Windows Deployment Services (WDS).
Experience with disk imaging and cloning tools.

Responsibilities

Provide Tier 2 technical support for laptops, desktops, mobile devices, and peripherals in Windows environments.
Troubleshoot and resolve Microsoft Active Directory issues involving user accounts, Group Policy, organizational units (OUs), permissions, and login access.
Support Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint, and enterprise collaboration tools.
Manage issues escalated from Tier 1 support and collaborate with Tier 3 and infrastructure teams to resolve advanced technical problems.
Support user onboarding and offboarding, including account setup and access-rights management through Active Directory and other systems.
Provide on-site and after-hours VIP support for executives and respond to other urgent support requests.
Document incidents, troubleshooting steps, and resolutions in a service management system such as Zendesk.
Assist with software deployment, patching, and system updates.
Identify recurring issues and recommend long-term solutions and process improvements.
Follow IT security policies and procedures.