Tech Support/IT Helpdesk (Tier 2)

About the role

Tier 2 IT Helpdesk Technician

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 & Requirements

• 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.