Tier 2 IT Helpdesk Engineer: AD & Windows Expert (VIP Support)

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

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.