Tier 2 Helpdesk Support Technician

Position Overview

Join our fast-growing Managed IT Services Provider in Richardson, TX as a Level 2 Helpdesk Support Technician. In this role, you will support end-users and IT infrastructure by resolving technical issues, mentoring junior technicians, and ensuring a superior customer experience—all within a dynamic environment focused on cybersecurity and innovative IT solutions.

Key Responsibilities

• Provide responsive, Tier 2 technical support via phone, email, remote desktop, and in-person interactions.
• Troubleshoot and resolve issues related to workstations, laptops, mobile devices, printers, and peripherals.
• Diagnose and correct network-related problems, including connectivity issues, DNS, and DHCP configurations.
• Perform installation, configuration, and maintenance of Windows and macOS operating systems, business applications, and third-party software.
• Set up and manage user accounts, group policies, and permissions via Active Directory and Azure AD.
• Maintain accurate documentation of system configurations, procedures, asset inventory, and technical resolutions.
• Escalate complex or unresolved issues to Level 3 engineers or specialized technical teams.
• Collaborate on IT infrastructure projects, system upgrades, and deployment initiatives.
• Support and coach Level 1 Helpdesk Technicians to promote technical growth and knowledge sharing.

Required Qualifications

• Minimum 2 years of hands-on experience in IT support or helpdesk roles, preferably within a managed services or corporate environment.
• Proficient with both Windows and macOS platforms, supporting desktop and mobile environments.
• Strong understanding of core infrastructure technologies, including Active Directory, Microsoft Exchange, and Office 365/Microsoft 365 ecosystems.
• Solid grasp of networking fundamentals such as TCP/IP, DNS, DHCP, VPN, and firewall configurations.
• Skilled in diagnosing hardware failures and resolving software conflicts across multiple devices and operating systems.
• Exceptional communication, interpersonal, and customer service skills with a proactive approach.
• Ability to prioritize tasks efficiently while working independently or as part of a team.

Preferred Qualifications

• CompTIA A+, Network+
• Microsoft Certified Professional (MCP)
• ITIL Foundation or similar certification

Benefits & Perks

• Compensation: $48,000.00 - $60,000.00 per year
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off
• Professional development assistance