Senior Tier 2 IT Helpdesk Technician — AD & Windows Expert

Sbtglobalinc; Plano (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

Sbtglobalinc is seeking a skilled Tier 2 IT Helpdesk Technician in Plano, TX, with 5+ years of enterprise IT support. You will manage AD, Windows environments, Office apps, and VIP executive support, while coordinating with Tier 3 and infrastructure teams to resolve complex incidents.

Responsibilities include on-site support, onboarding/offboarding, and documenting resolutions in Zendesk. Strong communication, problem-solving, and ITIL awareness are a must, with certifications preferred.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or related field.
• At least 5 years of hands-on IT support experience in an enterprise environment.
• Strong proficiency with Microsoft Active Directory (ADUC, GPOs, DNS, DHCP).
• Experience supporting Windows 10/11, Office 2021/2023, and standard desktop apps.
• Familiarity with remote support tools like SCCM and Remote Desktop.

Responsibilities

• Provide Tier 2 IT support for laptops, desktops, mobiles, and peripherals in Windows environments.
• Troubleshoot and resolve Active Directory issues including user accounts, GPOs, and login access.
• Support Office apps and enterprise collaboration tools.
• Handle escalations from Tier 1 and coordinate with Tier 3/infrastructure teams.
• Assist with onboarding/offboarding and access management in AD and other systems.
• Provide on-site and after-hours VIP support for executives and urgent requests.
• Document incidents, steps, and resolutions in Zendesk or similar system.
• Assist with software deployment, patching, and system updates.
• Identify recurring issues and recommend long-term solutions and process improvements.

Skills

Customer service

Troubleshooting

Communication

Problem solving

Time management

Education

Bachelor's degree in IT/CS

Tools

Zendesk

SCCM

Remote Desktop

ADUC

Group Policy

Job description

Sbtglobalinc is seeking a skilled Tier 2 IT Helpdesk Technician in Plano, TX, with 5+ years of enterprise IT support. You will manage AD, Windows environments, Office apps, and VIP executive support, while coordinating with Tier 3 and infrastructure teams to resolve complex incidents.

Responsibilities include on-site support, onboarding/offboarding, and documenting resolutions in Zendesk. Strong communication, problem-solving, and ITIL awareness are a must, with certifications preferred.