Tech Support/IT Helpdesk (Tier 2)

Description

The team is hiring a Tier 2 IT Helpdesk Technician to keep users productive and deliver reliable IT support.

The work centers on troubleshooting and fixing problems in Microsoft Active Directory and Windows environments.

Responsibilities

• Give hands-on Tier 2 support for Windows laptops, desktops, mobile devices and peripherals.
• Resolve Active Directory problems involving user accounts, Group Policy, organizational units (OUs), permissions and login access.
• Help users with Outlook, Excel, Word and PowerPoint, along with enterprise collaboration tools.
• Take on issues escalated from Tier 1 and work with Tier 3 and infrastructure teams on complex problems.
• Handle onboarding and offboarding, including account creation and access rights in Active Directory and other systems.
• Provide on-site and after-hours VIP support for executives and respond to other urgent requests.
• Log incidents, troubleshooting steps and fixes in a service management system such as Zendesk.
• Help deploy software, apply patches and roll out system updates.
• Spot recurring issues and propose lasting fixes and process improvements.
• Follow IT security policies and procedures.

Requirements

• Bachelor's degree in Information Technology, Computer Science or a related field.
• At least 5 years of hands-on IT support in an enterprise environment.
• Strong working knowledge of 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.
• Able to set priorities and handle many tasks at once in a busy environment.
• Certifications such as CompTIA A+, Network+ or Microsoft MCP/MCSA are preferred, or similar ones.
• VDI support experience is a plus.
• macOS support experience is a plus.
• Working knowledge of ITIL practices is a plus.
• Preferred: experience supporting 500 or more end users in an IT service desk.
• Preferred: basic scripting skills, particularly PowerShell, for automation.
• Preferred: experience with ticketing systems such as Zendesk, ServiceNow or BMC Remedy.
• Preferred: experience with Enterprise Mobility Management (EMM) or Mobile Device Management (MDM).
• Preferred: experience with Windows Deployment Services (WDS).
• Preferred: experience with disk imaging and cloning tools.

Conditions

Contract length: 1 year.

Applicant information is handled confidentially under EEO guidelines.