The Quality Group seeks an IT Technical Support (Tier 2) specialist to deliver second-line support for laptops, desktops, mobile devices, and peripherals in a Windows enterprise environment. You will troubleshoot complex incidents, manage escalations, and ensure smooth operation of core business systems.
What You'll Do
- Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments.
- Troubleshoot and resolve incidents related to Microsoft Active Directory, including user accounts, group policies, and login issues.
- Support the 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 Active Directory and other systems.
- Provide on-site and off-hour VIP Support for Executives and other urgent cases.
- Maintain accurate records of issues and resolutions using the service management system.
- 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.
What We're Looking For
- 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, including ADUC, GPOs, DNS, and DHCP.
- Solid experience supporting Windows 10/11 and Office 2021/2023.
- Familiarity with remote support tools like SCCM and Remote Desktop.
- Strong problem-solving and communication skills, both written and verbal.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
Nice to Have
- Certifications such as CompTIA A+, Network+, or Microsoft (MCP, MCSA).
- VDI or MacOS support experience.
- Working knowledge of ITIL practices.
- Experience in IT service desk environments supporting 500+ end users.
- Exposure to basic scripting with PowerShell for automation.
- Experience with ticketing systems like Zendesk, ServiceNow, or BMC Remedy.
- Experience with Enterprise Mobility Management or Mobile Device Management.
- Experience with WDS (Windows Distribution Services) or disk imaging/cloning tools.
Technical Stack
- Microsoft Active Directory
- Windows 10/11, Office 2021/2023
- Zendesk, ServiceNow, BMC Remedy
- SCCM, Remote Desktop
- PowerShell
- Enterprise Mobility Management, WDS (Windows Distribution Services)
- Disk imaging/cloning tools
Team & Environment
You will work with Tier 1, Tier 3, and infrastructure teams to resolve technical issues.
Benefits & Compensation
- Medical Insurance
- Vision Insurance
- Dental Insurance
- 401(k)
- Paid Sick hours
- Compensation: $24 - $26/hr. (D.O.E)
Work Mode
This position is onsite in Plano, TX, USA.
All your information will be kept confidential according to EEO guidelines.
