Senior IT Support Engineer – AD & Windows Expert

BTI Solutions, Inc.; Plano (TX); On-site; USD 47,000 - 69,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid sick leave

Job summary

BTI Solutions, Inc. is seeking an experienced IT Helpdesk professional to provide second-line technical support for Windows-based environments and executives.

You will troubleshoot Active Directory issues, support Office applications, and coordinate with Tier 3 and infrastructure teams for complex resolutions. The role includes on-site and after-hours VIP support, accurate record-keeping in Zendesk or similar, and participation in software deployment and patching tasks.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5+ years hands-on IT support in an enterprise environment.
• Strong proficiency with Microsoft Active Directory (ADUC, GPOs, DNS, DHCP).
• Windows 10/11 and Office 2021/2023 support.
• Familiarity with remote support tools (SCCM, Remote Desktop).
• Certifications such as CompTIA A+, Network+, Microsoft MCP/MCSA preferred.
• VDI and MacOS support experience beneficial.

Responsibilities

• Provide second-line technical support for laptops, desktops, mobiles, and peripherals.
• Troubleshoot and resolve AD-related incidents (user accounts, GPOs, OUs, permissions, logins).
• Support Office suite and enterprise collaboration tools.
• Handle escalations from Tier 1 and collaborate with Tier 3/infrastructure teams.
• On-site & off-hours VIP support for Executives and urgent cases.
• Maintain ticket records in service management systems (e.g., Zendesk).
• Assist with software deployment, patching, and system updates.
• Identify recurring issues and recommend long-term improvements.
• Ensure IT security policy compliance.

Skills

Problem-solving

Communication

Prioritization

Customer service

Teamwork

Education

Bachelor’s degree in IT/CS

Tools

SCCM

Remote Desktop

PowerShell

Active Directory

Job description

BTI Solutions, Inc. is seeking an experienced IT Helpdesk professional to provide second-line technical support for Windows-based environments and executives.

You will troubleshoot Active Directory issues, support Office applications, and coordinate with Tier 3 and infrastructure teams for complex resolutions. The role includes on-site and after-hours VIP support, accurate record-keeping in Zendesk or similar, and participation in software deployment and patching tasks.