Tech Support/IT Helpdesk (Tier 2)

Pay rate: ~$30.25~/h, DOE

Work Location : Plano, TX

Contract Period: 1 yr

Tier 2 IT Helpdesk Technician

We are seeking a skilled, customer-focused Tier 2 IT Helpdesk Technician with at least 5 years of enterprise IT support experience. This role is essential to maintaining user productivity and delivering high-quality IT service, with a strong focus on troubleshooting and resolving issues in Microsoft Active Directory and Windows environments.

Key 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, as well as enterprise collaboration tools.

• Manage escalated issues 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.

• 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.

• CompTIA A+, Network+, Microsoft MCP/MCSA, or similar certifications preferred.

• VDI support experience is a plus.

• macOS support experience is a plus.

• Working knowledge of ITIL practices is a plus.

Preferred Experience

• 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.

All your information will be kept confidential according to EEO guidelines.