Tier 2 IT Helpdesk Technician

Job overview

The Tier 2 IT Helpdesk Technician role is onsite in Plano, TX; compensation is not specified. The position supports Woongjin’s IT support team and its mission to provide enhanced services to clients. The role exists to maintain user productivity and IT service quality by resolving second-line issues across Windows devices and enterprise systems. It handles escalations, access administration, software updates, documentation, and security-policy compliance while coordinating with Tier 3 and infrastructure teams.

What you'll do

• Provide second-line support for laptops, desktops, mobile devices, and peripherals in Windows environments
• troubleshoot Active Directory accounts, group policies, permissions, and login issues
• support Microsoft Office and collaboration tools
• handle Tier 1 escalations and coordinate with Tier 3 and infrastructure teams
• onboard and offboard users and manage access rights
• provide onsite and off-hour VIP support for executives and urgent cases
• record issues and resolutions in the service management system
• assist with software deployment, patching, and updates
• follow IT security policies
• identify recurring issues and recommend improvements.

What we're looking for

Skills & competencies

tier 2 it helpdesk

it support

helpdesk technician

active directory

windows 10/11

microsoft office

vip support

user onboarding

plano tx

woongjin

enterprise support

Work arrangement

• Weekend coverage required

Why this role

Requires 5+ years of enterprise IT support experience and strong Microsoft Active Directory proficiency; off-hour VIP support is part of the role.

About the employer

Woongjin, Inc is hiring for this role. Industry: Custom Computer Programming Services. Sector: 54.