IT Technical Support

2 days ago

Plano, Texas, United States Sbt Global Full time

Company Description

On-site

1 yr contract

Pay Rate: $25/hr DOE

Korean/English Bilingual

We are seeking a Korean/English bilingual 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.

Job Description

  • 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.
  • Identify recurring issues and recommend long-term solutions or process improvements.
  • Ensure compliance with IT security policies and procedures.

Qualifications

Required:

  • 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 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.

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