IT Support Specialist LVL 2 — Troubleshoot, Deploy & Mentor

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

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.