Tech Support/IT Helpdesk

10 BTI Solutions, Inc.; Plano (TX); Hybrid; USD 30,000 - 45,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid sick leave

Life/AD&D insurance

Long-term disability (LTD)

Voluntary life/AD&D

Job summary

10 BTI Solutions, Inc. seeks a Tech Support/IT Helpdesk professional in Plano, TX to provide second-line support for laptops, desktops, mobiles, and peripherals in Windows environments.

You will troubleshoot Active Directory issues, support Office apps, and handle escalations from Tier 1. You will onboard/offboard users, manage access rights, provide after-hours VIP support, document incidents, assist with software deployment, and contribute to process improvements while complying with IT

Qualifications

• Bachelor's degree in IT/CS or related field.
• 5+ years hands-on IT support in an enterprise environment.
• Strong proficiency with Active Directory and Windows OS.
• Experience with Office suite and enterprise collaboration tools.
• Familiarity with remote support tools and ticketing systems.
• Certifications such as CompTIA A+, Network+, MCP/MCSA preferred.
• VDI and MacOS experience a plus; ITIL knowledge is a plus.

Responsibilities

• Provide second-line technical support for laptops, desktops, mobile devices, and peripherals.
• Troubleshoot AD user accounts, GPOs, DNS/DHCP, and login issues.
• Support Outlook, Office apps and collaboration tools; handle escalations.
• Onboard/offboard users and manage access through AD and other systems.
• Provide on-site & off-hour VIP support for executives.
• Document issues and resolutions in the service management system.
• Assist with software deployment, patching and updates.
• Identify recurring issues and suggest long-term improvements.
• Ensure compliance with IT security policies and procedures.

Skills

Active Directory

Windows 10/11

Office 2021/2023

Remote support tools

PowerShell scripting

ITIL knowledge

Ticketing systems

Communication skills

Troubleshooting

Team collaboration

Education

Bachelor's degree in IT/CS

Tools

SCCM

Remote Desktop

Zendesk

ServiceNow

BMC Remedy

VDI

WDS

Job description

Tech Support/IT Helpdesk

Key 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.

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, etc.). 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.

Preferred Experience

Experience in IT service desk environments supporting 500+ end users. Exposure to basic scripting (PowerShell) for automation tasks. Experience with ticketing systems (e.g., Zendesk, ServiceNow, BMC Remedy). Experience with Enterprise Mobility Management (or Mobile Device Management). Experience with WDS (Windows Distribution Services). Experience with disk imaging/cloning tools.

Pay Range

$22.50 to $33.00/hour

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• paid sick leave
• life, accidental death & dismemberment (AD&D), and long-term disability (LTD) insurance
• optional voluntary life/AD&D coverage

Benefits are subject to eligibility and applicable plan terms.

Why work at BTI?

We’re committed to creating a workplace where employees feel valued, supported, and empowered to grow. Our team benefits from competitive compensation, comprehensive health and wellness offerings, and opportunities for professional development. We are proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status. We comply with all applicable federal, state, and local employment laws, including those related to fair hiring practices, pay transparency, workplace safety, and reasonable accommodations. We are dedicated to maintaining an inclusive environment where everyone has the opportunity to succeed and contribute meaningfully.

We are an outstanding national Consulting company with 20 years of success

Corporate Values

• 1. Guided by Integrity We earn trust by keeping our promises and holding ourselves and each other accountable to do the right thing in all circumstances
• 2. Strive for Excellence We strive to deliver quality candidates with efficiency and professionalism leading to the complete satisfaction of our clients
• 3. Stronger Together We embrace each other’s differences and practice collaborative communication to build strong partnerships and relationships to achieve successful outcomes
• 4. Think Big We continuously challenge ourselves and seek innovative ideas to improve and strengthen our company, clients, and partners for long‑term success
• 5. Achieve Impact We commit ourselves to empowering and uplifting the people and communities we serve for a better tomorrow

To be the foundation of all connections and the driver of new discoveries, growth, and transformation for our employees, candidates, clients, partners, and community Connecting talented employees and great companies to attain new experiences and opportunities to fulfill their needs and achieve their goals.