Tech Support/IT Helpdesk (Tier 2)

Ultimate Staffing Services; Plano (TX); On-site; USD 34,000 - 49,000; Full time

Job summary

Ultimate Staffing Services is seeking a skilled Tech Support/IT Helpdesk (Tier 2) in Plano, TX. The role requires 5+ years in enterprise IT support, deep AD/Windows expertise, and strong problem-solving abilities to resolve complex incidents promptly.

Responsibilities include coordinating with Tier-3 and infrastructure teams, onboarding/offboarding users, and providing VIP on-site/off-hours support. Local candidates only; 30/hour with a 1-year contract, 9:00–18:00 CST.

Qualifications

• Bachelor’s degree in IT, CS, or related field.
• 5+ years in enterprise IT support.
• Strong AD, Windows 10/11, Office 2021/2023 experience.
• Familiar with remote support tools (SCCM, Remote Desktop).
• Certifications such as CompTIA A+, Network+, MCP/MCSA preferred.

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 with Tier 3 and infrastructure teams.
• 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).
• 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

Communication skills

Problem solving

Time management

Customer-focused

5+ years IT support experience

Education

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

Tools

SCCM

Remote Desktop

Zendesk

ServiceNow

Office 365

Job description

Position Information

Job Title: Tech Support/IT Helpdesk (Tier 2)

Contract Period: 1 yr.

Pay Rate: $30/hr.

Work Hours: 09:00 ~ 18:00 CST

Work Location: 6625 Excellence Way Plano, TX 75013

Person in needed: 1

Salary: USD30 - USD30 per hour

We are seeking a skilled and customer-focused Tier 2 IT Helpdesk Technician with 5+ years of experience to join our dynamic IT support team. This position is critical to maintaining user productivity and IT service quality, with a strong focus on troubleshooting and resolving issues related to Microsoft Active Directory and Windows environments.

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.