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Woongjin, Inc

Tech Support/IT Helpdesk (Tier 2)

Woongjin, Inc
Plano, TX $29 - $31/hr Full time Posted 19d ago
Active Directory Application Support End User Support Hardware Support Help Desk Support Identity and Access Management Incident Management Information Technology (IT) It Service Management IT Services Level 2 Microsoft 365 Microsoft Office Office 365 Office Suite Office Tools Onsite Remote Support Service Management ServiceNow Servicenow Technical Support Windows Windows Support Zendesk
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Job Description

Woongjin, Inc is hiring a second-line Tech Support/IT Helpdesk (Tier 2) professional to deliver hands-on IT support in a Windows-focused environment. Based in Plano, TX, this role is onsite and includes support coverage for urgent VIP executive needs, including off-hour situations. You’ll troubleshoot user-impacting issues, manage access and onboarding workflows, and coordinate with Tier 3 and infrastructure teams when problems require deeper technical escalation.

This Tier 2 position supports end users across laptops, desktops, mobile devices, and peripherals, with a strong emphasis on Microsoft Active Directory and enterprise collaboration applications. The work includes maintaining accurate service records and improving resolution paths by identifying recurring incident patterns.

Key Responsibilities

  • Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments.
  • Troubleshoot and resolve incidents tied to Microsoft Active Directory, including user accounts, group policies, OUs, permissions, and login issues.
  • Support Microsoft Office and collaboration tools, including Outlook, Excel, Word, and PowerPoint.
  • Handle escalations from Tier 1 and collaborate with Tier 3 and infrastructure teams for advanced issue resolution.
  • Perform user onboarding and offboarding, managing access rights through AD 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 a service management system (e.g., Zendesk).
  • Assist with software deployment, patching, and system updates.
  • Follow and support IT security policies and procedures.
  • Identify recurring issues and recommend long-term solutions or process improvements.

Requirements

  • 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).
  • Strong problem-solving and written and verbal communication skills.
  • 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.

Tools & Technologies

  • Microsoft Active Directory (AD), ADUC, GPOs
  • DNS, DHCP
  • Microsoft Office: Outlook, Excel, Word, PowerPoint (Office 2021, Office 2023)
  • Windows 10, Windows 11
  • SCCM, Remote Desktop
  • Zendesk, ServiceNow, BMC Remedy
  • PowerShell, VDI, ITIL
  • WDS (Windows Distribution Services)

Preferred Experience

  • Experience in IT service desk environments supporting 500+ end users.
  • Exposure to basic scripting with 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.

Location: Plano, TX (onsite)
Compensation: USD 29 - 31 per hour

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