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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 1 week 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 to maintain user productivity and resolve escalated IT issues within a Windows enterprise environment.

Skills

Active Directory Windows Troubleshooting Group Policy Microsoft Office Technical Support Zendesk SCCM Remote Desktop PowerShell ITIL Hardware Support User Onboarding System Updates Ticketing Systems

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.