Tech Support/IT Helpdesk (Tier 2)

SmartRecruiters, Inc.; Plano (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

SmartRecruiters, Inc. in Plano, TX seeks a skilled Tier 2 IT Helpdesk Technician with 5+ years of enterprise IT support. You will troubleshoot Microsoft Active Directory, Windows environments, and Office apps, while supporting executives after hours.

You will document incidents in Zendesk, assist with patching and deployment, and collaborate with Tier 3 to resolve advanced issues, aiming to improve IT service delivery.

Qualifications

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

Responsibilities

• Provide Tier 2 technical support for laptops, desktops, mobile devices, and peripherals in Windows environments.
• Troubleshoot and resolve Microsoft Active Directory issues including user accounts, GPOs, and login access.
• Support Microsoft Office apps (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools.
• Manage escalated issues from Tier 1 and collaborate with Tier 3 to resolve complex problems.
• Assist with user onboarding/offboarding and access-rights management via AD and other systems.
• Document incidents, steps, and resolutions in Zendesk and related CMDB.
• Support software deployment, patching, and system updates.
• Identify recurring issues and suggest long-term process improvements.
• Follow IT security policies and procedures.

Skills

Active Directory

Windows support

Troubleshooting

Customer service

Time management

Education

Bachelor's degree in IT or CS

Tools

Zendesk

SCCM

Remote Desktop

ServiceNow

BMC Remedy

Job description

We are seeking a skilled, customer-focused Tier 2 IT Helpdesk Technician with at least 5 years of enterprise IT support experience. This role is essential to maintaining user productivity and delivering high-quality IT service, with a strong focus on troubleshooting and resolving issues in Microsoft Active Directory and Windows environments.

Key Responsibilities

Provide Tier 2 technical support for laptops, desktops, mobile devices, and peripherals in Windows environments.

Troubleshoot and resolve Microsoft Active Directory issues involving user accounts, Group Policy, organizational units (OUs), permissions, and login access.

Support Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint, as well as enterprise collaboration tools.

Manage escalated issues from Tier 1 support and collaborate with Tier 3 and infrastructure teams to resolve advanced technical problems.

Support user onboarding and offboarding, including account setup and access-rights management through Active Directory and other systems.

Provide on-site and after-hours VIP support for executives and respond to other urgent support requests.

Document incidents, troubleshooting steps, and resolutions in a service management system such as Zendesk.

Assist with software deployment, patching, and system updates.

Identify recurring issues and recommend long-term solutions and process improvements.

Follow IT security policies and procedures.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field.

At least 5 years of hands-on IT support experience in an enterprise environment.

Strong proficiency with Microsoft Active Directory, including ADUC, Group Policy Objects (GPOs), DNS, and DHCP.

Experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications.

Familiarity with remote support tools such as SCCM and Remote Desktop.

Strong written and verbal communication and problem-solving skills.

Ability to prioritize and manage multiple tasks in a fast-paced environment.

CompTIA A+, Network+, Microsoft MCP/MCSA, or similar certifications preferred.

VDI support experience is a plus.

macOS support experience is a plus.

Working knowledge of ITIL practices is a plus.

Preferred Experience

Experience supporting 500 or more end users in an IT service desk environment.

Basic scripting experience, particularly with PowerShell, for automation tasks.

Experience with ticketing systems such as Zendesk, ServiceNow, or BMC Remedy.

Experience with Enterprise Mobility Management (EMM) or Mobile Device Management (MDM).

Experience with Windows Deployment Services (WDS).

Experience with disk imaging and cloning tools.

Additional Information

All your information will be kept confidential according to EEO guidelines.