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Tech Support/IT Helpdesk (Tier 2)

SBT Global, Inc.
Plano, USA
Contract
Mid · 5+ years experience
Onsite
$30.25
Discovered 1 weeks ago
powershellservicenow

Full Job Posting

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.
  • Preferred Experience
  • All your information will be kept confidential according to EEO guidelines.
  • Pay rate: ~$30.25~/h, DOE
  • Work Location: Plano, TX
  • Contract Period: 1 yr

Qualifications

  • 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.
  • 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.

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