Tech Support/IT Helpdesk (Tier 2)

Description

Tier 2 IT Helpdesk Technician role.

The team needs someone with at least 5 years of enterprise IT support experience to keep users productive and deliver solid IT service. Troubleshooting and fixing problems in Microsoft Active Directory and Windows environments is a core focus.

Responsibilities

• Give Tier 2 technical support for Windows laptops, desktops, mobile devices, and peripherals.
• Diagnose and fix Active Directory problems with user accounts, Group Policy, organizational units (OUs), permissions, and login access.
• Support Microsoft Office apps such as Outlook, Excel, Word, and PowerPoint, plus enterprise collaboration tools.
• Take on issues escalated from Tier 1 and work with Tier 3 and infrastructure teams on complex technical problems.
• Handle user onboarding and offboarding, including account creation and access rights through Active Directory and other systems.
• Provide on-site and after-hours VIP support for executives, and respond to other urgent requests.
• Record incidents, troubleshooting steps, and fixes in a service management system such as Zendesk.
• Help with software deployment, patching, and system updates.
• Spot recurring problems 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 setting.
• Strong hands-on skills with Microsoft Active Directory, including ADUC, Group Policy Objects (GPOs), DNS, and DHCP.
• Experience supporting Windows 10/11, Office 2021/2023, and common desktop applications.
• Familiarity with remote support tools such as SCCM and Remote Desktop.
• Strong written and verbal communication and problem-solving skills.
• Ability to juggle several tasks at once and set priorities in a busy 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: supporting 500 or more end users in an IT service desk environment.
• Preferred experience: basic scripting, especially PowerShell, for automation.
• Preferred experience: ticketing systems such as Zendesk, ServiceNow, or BMC Remedy.
• Preferred experience: Enterprise Mobility Management (EMM) or Mobile Device Management (MDM).
• Preferred experience: Windows Deployment Services (WDS).
• Preferred experience: disk imaging and cloning tools.

Conditions

Contract period: 1 year.

All applicant information is kept confidential under EEO guidelines.