Senior IT Support Technician – Windows & AD (VIP Onsite)

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

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid sick leave

Life, AD&D, LTD insurance

Job summary

BTI Solutions Inc. in Plano, TX seeks a second-line IT Support Specialist to troubleshoot and resolve issues across Windows environments, AD, and Office suites. The role includes on-site and off-hour VIP support for Executives and a focus on improving processes.

The ideal candidate has 5 years of hands-on IT support, strong AD/Windows skills, and experience with remote tools like SCCM and Remote Desktop; 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.

Skills

Active Directory troubleshooting

Windows troubleshooting

Communication skills

Task prioritization

Remote support

Education

Bachelor’s degree in IT/CS

Tools

SCCM

Remote Desktop

Zendesk/ServiceNow

Job description

BTI Solutions Inc. in Plano, TX seeks a second-line IT Support Specialist to troubleshoot and resolve issues across Windows environments, AD, and Office suites. The role includes on-site and off-hour VIP support for Executives and a focus on improving processes.

The ideal candidate has 5 years of hands-on IT support, strong AD/Windows skills, and experience with remote tools like SCCM and Remote Desktop; certifications are preferred.