Tech Support/IT Helpdesk (Tier 2)

Ultimate Staffing Services has a contract opportunity in Plano, TX (onsite) for a Tier 2 Tech Support/IT Helpdesk Technician. This role focuses on second-line support for Windows environments, with real ownership over Active Directory troubleshooting, executive-level VIP support, and incident escalations. If you enjoy resolving complex issues and improving how support teams work, this position puts you close to the technical details.

What You’ll Do

• Deliver 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 applications such as Outlook, Excel, Word, and PowerPoint, along with enterprise collaboration tools.
• Handle escalations from Tier 1 and partner with Tier 3 and infrastructure teams for advanced resolution.
• Complete user onboarding/offboarding and manage access rights using AD and related systems.
• Provide on-site and off-hour VIP support for executives and other urgent cases.
• Maintain accurate service records of issues and resolutions using tools such as Zendesk and other service management systems.
• Assist with software deployment, patching, and system updates.
• Spot recurring issues and recommend long-term fixes or process improvements.
• Ensure adherence to IT security policies and procedures.

Core Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of hands-on experience in an enterprise IT support role.
• Strong proficiency with Microsoft Active Directory and tools including ADUC, GPOs, DNS, and DHCP.
• Solid support experience with Windows 10/11, Office 2021/2023, and standard desktop applications.
• Familiarity with remote support tools such as SCCM and Remote Desktop.
• Strong problem-solving skills and clear written and verbal communication.
• 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, GPOs, DNS, DHCP
• Windows 10, Windows 11; Office 2021, Office 2023 (Outlook, Excel, Word, PowerPoint)
• SCCM, Remote Desktop
• Zendesk, ServiceNow, BMC Remedy
• PowerShell, ITIL, VDI
• MacOS, Enterprise Mobility Management, Mobile Device Management, WDS (Windows Distribution Services)

Preferred Experience

• Experience in IT service desk environments supporting 500+ end users.
• Exposure to basic scripting using PowerShell for automation.
• Experience with ticketing systems such as 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.

Compensation: USD 30 per hour. Job Type: Contract. Location: Plano, TX (onsite).