Tech Support/IT Helpdesk

Tech Support/IT Helpdesk Key Responsibilities Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments. Troubleshoot and resolve incidents related to Microsoft Active Directory (user accounts, group policies, OUs, permissions, login issues, etc.). Support Office suite (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools. Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution. Perform user onboarding/offboarding and manage access rights through AD and other systems. Provide on-site & off-hour VIP Support for Executives and other urgent cases. Maintain accurate records of issues and resolutions using the service management system (e.g., Zendesk, etc.). Assist with software deployment, patching, and system updates. Identify recurring issues and recommend long-term solutions or process improvements. Ensure compliance with IT security policies and procedures. Qualifications Bachelor’s degree in Information Technology, Computer Science, or a related field. 5+ years of hands‑on experience in an IT support role in an enterprise environment. Strong proficiency with Microsoft Active Directory (ADUC, GPOs, DNS, DHCP). Solid experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications. Familiarity with remote support tools (e.g., SCCM, Remote Desktop, etc.). Strong problem‑solving and communication skills, both written and verbal. 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. VDI support experience is a plus. MacOS support experience is a plus. Working knowledge of ITIL practices is a plus. Preferred Experience Experience in IT service desk environments supporting 500+ end users. Exposure to basic scripting (PowerShell) for automation tasks. Experience with ticketing systems (e.g., 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. Pay Range $22.50 to $33.00/hour Benefits Medical, dental, and vision insurance 401(k) retirement plan paid sick leave life, accidental death & dismemberment (AD&D), and long-term disability (LTD) insurance optional voluntary life/AD&D coverage Benefits are subject to eligibility and applicable plan terms. Why work at BTI? We’re committed to creating a workplace where employees feel valued, supported, and empowered to grow. Our team benefits from competitive compensation, comprehensive health and wellness offerings, and opportunities for professional development. We are proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status. We comply with all applicable federal, state, and local employment laws, including those related to fair hiring practices, pay transparency, workplace safety, and reasonable accommodations. We are dedicated to maintaining an inclusive environment where everyone has the opportunity to succeed and contribute meaningfully. We are an outstanding national Consulting company with 20 years of success Corporate Values 1. Guided by Integrity We earn trust by keeping our promises and holding ourselves and each other accountable to do the right thing in all circumstances 2. Strive for Excellence We strive to deliver quality candidates with efficiency and professionalism leading to the complete satisfaction of our clients 3. Stronger Together We embrace each other’s differences and practice collaborative communication to build strong partnerships and relationships to achieve successful outcomes 4. Think Big We continuously challenge ourselves and seek innovative ideas to improve and strengthen our company, clients, and partners for long‑term success 5. Achieve Impact We commit ourselves to empowering and uplifting the people and communities we serve for a better tomorrow To be the foundation of all connections and the driver of new discoveries, growth, and transformation for our employees, candidates, clients, partners, and community Connecting talented employees and great companies to attain new experiences and opportunities to fulfill their needs and achieve their goals. #J-18808-Ljbffr 10 BTI Solutions, Inc.