{"id":1744675,"url":"https://alion.io/job/sbt-global-tech-supportit-helpdesk-tier-2","title":"Tech Support/IT Helpdesk (Tier 2)","company":{"id":4974,"name":"SBT Global","domain":"sbtglobal.com","url":"https://alion.io/company/sbtglobal","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plano, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":30,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":60000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Outlook","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"PowerShell","optional":true},{"name":"Service Desk","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-01T20:47:10Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-14T00:46:21Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Pay rate: ~$30.25~/h, DOE\nWork Location : Plano, TX\nContract Period: 1 yr\n Tier 2 IT Helpdesk Technician\nWe are seeking a skilled, customer-focused Tier 2 IT Helpdesk Technician with at least 5 years of enterprise IT support experience. This role is essential to maintaining user productivity and delivering high-quality IT service, with a strong focus on troubleshooting and resolving issues in Microsoft Active Directory and Windows environments.\nKey Responsibilities\nProvide Tier 2 technical support for laptops, desktops, mobile devices, and peripherals in Windows environments.\n\nTroubleshoot and resolve Microsoft Active Directory issues involving user accounts, Group Policy, organizational units (OUs), permissions, and login access.\n\nSupport Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint, as well as enterprise collaboration tools.\n\nManage escalated issues from Tier 1 support and collaborate with Tier 3 and infrastructure teams to resolve advanced technical problems.\n\nSupport user onboarding and offboarding, including account setup and access-rights management through Active Directory and other systems.\n\nProvide on-site and after-hours VIP support for executives and respond to other urgent support requests.\n\nDocument incidents, troubleshooting steps, and resolutions in a service management system such as Zendesk.\n\nAssist with software deployment, patching, and system updates.\n\nIdentify recurring issues and recommend long-term solutions and process improvements.\n\nFollow IT security policies and procedures.\n\nBachelor’s degree in Information Technology, Computer Science, or a related field.\n\nAt least 5 years of hands-on IT support experience in an enterprise environment.\n\nStrong proficiency with Microsoft Active Directory, including ADUC, Group Policy Objects (GPOs), DNS, and DHCP.\n\nExperience supporting Windows 10/11, Office 2021/2023, and standard desktop applications.\n\nFamiliarity with remote support tools such as SCCM and Remote Desktop.\n\nStrong written and verbal communication and problem-solving skills.\n\nAbility to prioritize and manage multiple tasks in a fast-paced environment.\n\nCompTIA A+, Network+, Microsoft MCP/MCSA, or similar certifications preferred.\n\nVDI support experience is a plus.\n\nmacOS support experience is a plus.\n\nWorking knowledge of ITIL practices is a plus.\n\nPreferred Experience\nExperience supporting 500 or more end users in an IT service desk environment.\n\nBasic scripting experience, particularly with PowerShell, for automation tasks.\n\nExperience with ticketing systems such as Zendesk, ServiceNow, or BMC Remedy.\n\nExperience with Enterprise Mobility Management (EMM) or Mobile Device Management (MDM).\n\nExperience with Windows Deployment Services (WDS).\n\nExperience with disk imaging and cloning tools.\n\n All your information will be kept confidential according to EEO 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