Tech Support/IT Helpdesk (Tier 2)

Position Information

Job Title: Tech Support/IT Helpdesk (Tier 2)

Contract Period: 1 yr.

Pay Rate: $30/hr.

Work Hours: 09:00 ~ 18:00 CST

Work Location: 6625 Excellence Way Plano, TX 75013

Person in needed: 1

JD Details

We are seeking a skilled and customer-focused Tier 2 IT Helpdesk Technician with 5 years of experience to join our dynamic IT support team. This position is critical to maintaining user productivity and IT service quality, with a strong focus on troubleshooting and resolving issues related to Microsoft Active Directory and Windows environments. .

Key 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.

Qualifications:

• 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.
• 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.

Preferred Experience:

• 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.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.