Bilingual Senior IT Helpdesk: AD & Windows Expert

SBT Global, Inc.

Washington (District of Columbia)

On-site

USD 54,000 - 73,000

Full time

14 days+

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Job summary

SBT Global, Inc. is seeking a bilingual Korean/English Tier 2 IT Helpdesk Technician with 5+ years in enterprise IT support to join our team. You will handle AD and Windows environments, troubleshoot issues, and support Office and collaboration tools.

The role involves on-site and off-hours VIP support for executives, onboarding/offboarding, and collaboration with Tier 3 and infrastructure teams. A Bachelor's in IT and relevant certifications are preferred.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field.
5+ years of hands-on experience in an IT support role in an enterprise environment.
Strong proficiency with Microsoft Active Directory (ADUC, GPOs, DNS, DHCP).
Solid experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications.
Familiarity with remote support tools (e.g., SCCM, Remote Desktop).
Strong problem-solving and communication skills, both written and verbal.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Certifications such as CompTIA A+, Network+, Microsoft (MCP, MCSA), or similar are preferred.
VDI support experience is a plus.
MacOS support experience is a plus.
Working knowledge of ITIL practices is a plus.

Responsibilities

Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments.
Troubleshoot and resolve incidents related to Microsoft Active Directory (user accounts, group policies, OUs, permissions, login issues, etc.).
Support Office suite (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools.
Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution.
Perform user onboarding/offboarding and manage access rights through AD and other systems.
Provide on-site & off-hour VIP Support for Executives and other urgent cases.
Maintain accurate records of issues and resolutions using the service management system (e.g., Zendesk, etc.).
Assist with software deployment, patching, and system updates.
Identify recurring issues and recommend long-term solutions or process improvements.
Ensure compliance with IT security policies and procedures.