About the role
Job Description
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.
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.
Additional Information
All your information will be kept confidential according to EEO guidelines.