Tech Support/IT Helpdesk (Tier 2)

For More Open Positions Visit us at: http://recruiting.woongjininc.com/ ***NO C2C*** Our Mission WOONGJIN INC. is a rapidly growing team who provides a range of unique, exceptional, and enhanced services to our clients.  We have a strong moral code that includes the service of goodness without expectations of reward.  We are motivated by the sense of responsibility and servant leadership. 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.