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.
- Ensure compliance with IT security policies and procedures.
- Identify recurring issues and recommend long-term solutions or process improvements.
- 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.
All your information will be kept confidential according to EEO guidelines.