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SBT Global, Inc.

Tech Support/IT Helpdesk (Tier 2)

SBT Global, Inc.
Plano, TX $30 - $30/hr Contract Posted 19d ago
Active Directory End User Support Hardware Support Help Desk Support Identity and Access Management Information Technology (IT) It Service Management IT Services Level 2 Onsite Service Management Technical Support Windows Windows Support
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Job Description

SBT Global, Inc. is hiring a Tech Support/IT Helpdesk (Tier 2) professional for an onsite contract role in Plano, TX. This position supports enterprise users by resolving complex Windows and Microsoft Active Directory issues while maintaining day-to-day productivity, including urgent VIP support.

Responsibilities

  • Deliver Tier 2 technical support for laptops, desktops, mobile devices, and peripherals within Windows environments.
  • Troubleshoot and resolve Microsoft Active Directory problems related to user accounts, Group Policy, organizational units (OUs), permissions, and login access.
  • Support Microsoft Office applications including Outlook, Excel, Word, and PowerPoint, along with enterprise collaboration tools.
  • Handle escalated cases from Tier 1 and coordinate with Tier 3 and infrastructure teams to solve advanced technical issues.
  • Support user onboarding and offboarding, including account setup and access-rights management through Active Directory and other systems.
  • Provide onsite and after-hours VIP support for executives and respond to other urgent support requests.
  • Record incidents, troubleshooting activities, and resolutions in a service management system such as Zendesk.
  • Assist with software deployment, patching, and system updates.
  • Detect recurring issues and recommend long-term solutions and process improvements.
  • Follow IT security policies and procedures throughout support activities.

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • 5+ years of hands-on IT support experience in an enterprise environment.
  • Strong working knowledge of Microsoft Active Directory, including ADUC, Group Policy Objects (GPOs), DNS, and DHCP.
  • Experience supporting Windows 10/11 and Office 2021/2023, plus standard desktop applications.
  • Familiarity with remote support tools such as SCCM and Remote Desktop.
  • Strong written and verbal communication and problem-solving skills.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • CompTIA A+, Network+, Microsoft MCP/MCSA, or similar certifications preferred.

Preferred Experience

  • Experience supporting 500+ end users in an IT service desk environment.
  • Basic scripting experience, especially PowerShell, for automation.
  • Experience with ticketing systems such as Zendesk, ServiceNow, or BMC Remedy.
  • Experience with Enterprise Mobility Management (EMM) or Mobile Device Management (MDM).
  • Experience with Windows Deployment Services (WDS).
  • Experience with disk imaging and cloning tools.

Technology Stack

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

Role Details

  • Location: Plano, TX (onsite)
  • Compensation: USD 30–30 per hour
  • Job Type: contract

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