IT Support Specialist LVL 2

Ultipro; McKinney, Northern (TX, KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Ultipro in McKinney, TX seeks an IT Help Desk Technician to resolve Tier 1 issues, install and support desktops, laptops, printers, and peripherals, and maintain MDM-managed endpoints. You will diagnose Windows/macOS, Active Directory, and common business apps while assisting in onboarding and documenting resolutions.

The role requires 2+ years in IT help desk or desktop support, solid Windows/AD knowledge, and strong customer service skills, with opportunity to mentor junior technicians.

Qualifications

• 2+ years of IT help desk or desktop support experience.
• Solid working knowledge of Windows, Active Directory, and common business software.
• Experience troubleshooting hardware, printers, and network connectivity issues.
• Strong communication and customer service skills.
• Ability to prioritize and manage multiple tickets in a queue-based environment.

Responsibilities

• Resolve escalated Tier 1 tickets involving hardware, software conflicts, network connectivity, and account/system access issues.
• Install, configure, and troubleshoot desktops, laptops, printers, and peripherals.
• Support and maintain MDM-managed endpoints, imaging, and software deployment.
• Diagnose and resolve issues across Windows/macOS, Active Directory, and common business applications.
• Assist with onboarding/offboarding: device provisioning, account setup, and access changes.
• Document resolutions and contribute to the internal knowledge base.
• Coordinate with vendors on hardware warranty and repair issues.
• Participate in IT projects (rollouts, migrations, upgrades) as assigned.
• Mentor Tier 1 technicians on troubleshooting techniques

Skills

Windows OS

Active Directory

Ticketing

Customer Service

Hardware Troubleshooting

Education

Associate degree in IT

Tools

MDM platforms

Ticketing systems (Linear, Planner)

Job description

• Resolve escalated tickets from Tier 1 involving hardware failures, software conflicts, network connectivity, and account/system access issues
• Install, configure, and troubleshoot desktops, laptops, printers, and peripherals
• Support and maintain MDM-managed endpoints, imaging, and software deployment
• Diagnose and resolve issues across Windows/macOS, Active Directory, and common business applications
• Assist with onboarding/offboarding: device provisioning, account setup, and access changes
• Document resolutions and contribute to the internal knowledge base
• Coordinate with vendors on hardware warranty/repair issues
• Participate in IT projects (rollouts, migrations, upgrades) as assigned
• Mentor Tier 1 technicians on troubleshooting techniques

Required Qualifications

• 2+ years of IT help desk or desktop support experience
• Solid working knowledge of Windows, Active Directory, and common business software
• Experience troubleshooting hardware, printers, and network connectivity issues
• Strong communication and customer service skills
• Ability to prioritize and manage multiple tickets in a queue-based environment

Desired Attributes

• Associate's degree in IT or a related field, or equivalent experience
• Familiarity with MDM platforms and ticketing systems (Linear, Planner, etc)
• Familiarity with iOS environment
• CompTIA A+ or Network+ certification
• Experience in construction, engineering, or another field-heavy industry

Equal Opportunity Employer

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