Tech Support/IT Helpdesk (Tier 2)

Pay rate: ~$30.25~/h,  DOE Work Location : Plano, TX Contract Period: 1 yr 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.     - 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. All your information will be kept confidential according to EEO guidelines.