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Tech Support/IT Helpdesk (Tier 2)

SBT Global, Inc.

Location
Onsite (Plano, Texas)
Compensation
$30/hr
Employment
Contract
Level
Senior Level
Posted 2 weeks ago

About the role

SBT Global is an IT services and consulting firm specializing in SAP and Salesforce solutions. This role involves providing Tier 2 technical support for enterprise hardware and software, managing escalated issues, and supporting user onboarding in a Windows environment.

Skills

Active Directory Windows 10/11 Group Policy Troubleshooting Microsoft Office Zendesk SCCM Remote Desktop PowerShell ITIL DNS DHCP Hardware Support User Onboarding VIP Support

Full job details

Company Description

Pay rate: ~$30.25~/h,  DOE

Work Location : Plano, TX

Contract Period: 1 yr

Job Description

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.

 

 

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.

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.

Additional Information

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