Tech Support/IT Helpdesk

BTI Solutions, Inc. is seeking an experienced IT Helpdesk/Tech Support specialist to provide second-line technical support for enterprise users in Plano, TX on an onsite basis. This role focuses on resolving complex Windows and Microsoft 365 issues, supporting user onboarding and offboarding, and handling urgent VIP requests when timing matters.

What you’ll do

• Deliver second-line support for laptops, desktops, mobile devices, and peripherals in Windows environments.
• Troubleshoot and resolve incidents involving Microsoft Active Directory, including user accounts, group policies, OUs, permissions, and login-related issues.
• Support Office suite applications such as Outlook, Excel, Word, and PowerPoint, along with enterprise collaboration tools.
• Handle escalations from Tier 1 and coordinate with Tier 3 and infrastructure teams for advanced resolution.
• Manage user onboarding/offboarding and access rights across AD and other systems.
• Provide on-site and off-hours VIP support for executives and other urgent cases.
• Maintain accurate records of incidents, troubleshooting steps, and resolutions using a service management system (e.g., Zendesk).
• Assist with software deployment, patching, and system updates.
• Spot recurring technical problems and recommend long-term fixes or process improvements.
• Follow IT security policies and procedures while supporting end users.

Required 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 including ADUC, GPOs, DNS, and DHCP.
• Solid experience supporting Windows 10/11 and Office 2021/2023 along with standard desktop applications.
• Familiarity with remote support tools such as SCCM and Remote Desktop.
• Strong problem-solving abilities and effective communication in written and verbal forms.
• 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.

Technologies you’ll work with

• Microsoft Active Directory (ADUC), Group Policy Objects (GPOs), DNS, DHCP
• Windows 10, Windows 11
• Office 2021, Office 2023, Outlook, Excel, Word, PowerPoint
• Zendesk, SCCM, Remote Desktop, PowerShell
• ServiceNow, BMC Remedy, Enterprise Mobility Management, Mobile Device Management
• WDS (Windows Distribution Services)

Bonus considerations

• Experience in IT service desk environments supporting 500+ end users.
• Exposure to PowerShell scripting for automation tasks.
• Experience with ticketing systems such as Zendesk, ServiceNow, or BMC Remedy.
• Experience with Enterprise Mobility Management or Mobile Device Management.
• Experience with WDS (Windows Distribution Services).
• Experience with disk imaging/cloning tools.
• VDI support experience is a plus; MacOS support experience is also a plus.
• Working knowledge of ITIL practices is a plus.

Compensation and benefits

$22 to $33 per hour.

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid sick leave
• Life, accidental death & dismemberment (AD&D), and long-term disability (LTD) insurance
• Optional voluntary life/AD&D coverage
• Benefits are subject to eligibility and applicable plan terms

Location: Plano, TX (onsite)