Tech Support/IT Helpdesk (Tier 2)

Location: Plano, TX, United States; on-site and off-hours VIP support required

Salary: USD 29–31 per hour

Company

hirify.global provides technology and business services with a focus on service, responsibility, and servant leadership.

What you will do

• Provide Tier 2 support for Windows laptops, desktops, mobile devices, peripherals, Office applications, and enterprise collaboration tools.
• Troubleshoot Microsoft Active Directory issues, including accounts, group policies, organizational units, permissions, DNS, DHCP, and login problems.
• Handle Tier 1 escalations, coordinate with Tier 3 and infrastructure teams, and provide on-site and off-hours VIP support.
• Manage user onboarding, offboarding, access rights, software deployment, patching, and system updates.
• Document incidents and resolutions in service management systems and identify recurring issues for long-term improvement.
• Maintain compliance with IT security policies and procedures.

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 proficiency with Microsoft Active Directory, including ADUC, GPOs, DNS, and DHCP.
• Experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications.
• Familiarity with remote support tools such as SCCM and Remote Desktop.
• Strong written and verbal communication, problem-solving, prioritization, and multitasking skills.
• Experience supporting 500+ end users in an IT service desk environment.
• Experience with ticketing systems such as Zendesk, ServiceNow, or BMC Remedy; Enterprise Mobility Management or Mobile Device Management; WDS; and disk imaging or cloning tools.

Nice to have

• CompTIA A+, Network+, Microsoft MCP, MCSA, or similar certification.
• VDI support experience.
• macOS support experience.
• Working knowledge of ITIL practices.
• Basic PowerShell scripting experience for automation.

Culture & Benefits

• Contract position within a rapidly growing service-oriented organization.
• On-site support responsibilities include executive and urgent-case coverage outside standard hours.
• No C2C arrangements.
• Information is handled confidentially according to EEO guidelines.