Tech Support/IT Helpdesk

BTI Solutions, Inc.; Plano (TX); On-site; USD 31,000 - 45,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401(k) retirement plan

Paid sick leave

Life/AD&D

Long-term disability

Voluntary life/AD&D coverage

Job summary

BTI Solutions, Inc. is seeking an experienced IT Support Specialist to provide second-line support for laptops, desktops, mobile devices, and peripherals across Windows environments.

You will troubleshoot Active Directory issues, support Office applications, and handle escalations from Tier 1 while coordinating with Tier 3 and infrastructure teams. You will onboard/offboard users, manage access via AD, and deliver on-site and off-hour VIP support for Executives.

Qualifications

• Bachelor's degree in IT or related field.
• 5+ years in enterprise IT support.
• Strong AD experience: ADUC, GPO, DNS, DHCP.
• Windows 10/11 and Office 2021/2023 proficiency.
• Remote support tools such as SCCM / Remote Desktop.
• Excellent problem-solving and written/verbal communication.
• Ability to multitask in a fast-paced environment.
• Certs like CompTIA A+/Network+ or Microsoft MCP/MCSA preferred.
• VDI and MacOS support a plus; ITIL knowledge a plus.

Responsibilities

• Provide second-line IT support for laptops, desktops, mobiles, and peripherals.
• Troubleshoot AD-related incidents (user accounts, GPOs, permissions, login).
• Support Office suite and enterprise collaboration tools.
• Triage escalations from Tier 1 and coordinate with Tier 3/infra.
• Onboard/offboard users and manage access rights via AD.
• Provide on-site and off-hour VIP support for executives.
• Maintain issue records in Zendesk or similar system.
• Assist with software deployment, patching, and updates.
• Identify recurring issues and suggest long-term fixes.
• Ensure compliance with IT security policies.

Skills

Problem-solving

Communication

Education

Bachelor's degree in IT or related field

Tools

Active Directory

Windows 10/11

Office 2021/2023

SCCM / Remote Desktop

Zendesk / ServiceNow / ticketing

ADUC / GPO / DNS / DHCP

Job description

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; and optional voluntary
life/AD&D coverage. Benefits are subject to eligibility and applicable plan
terms.