Tier 2 IT Help Desk
IT Infrastructure - Desktop / Help Desk
IrvingTexas Direct Hire May 16, 2024

Title: Tier 2 IT Support Specialist
Job Type: Contract to Hire
Location: Irving, Texas (On-Site)


About the Company:
Our client is a dynamic and growing company based in Irving, Texas, dedicated to providing top-tier professional services and solutions. With a client base exceeding 300 employees, we foster a supportive work environment that values innovation and a proactive approach.


Job Summary:
We are seeking a highly skilled IT Support Specialist (Tier 2) with substantial experience in network, software, VMware, and security support. The role demands expertise in providing intermediate to advanced level support, efficiently managing the ticketing system, resolving complex issues across various platforms including Windows and macOS, and ensuring secure and stable operations within a VMware environment.

Key Responsibilities:

  • Serve as a primary resolver for Tier 2 issues, focusing on network troubleshooting, software error resolution, VMware configuration, and security enhancements.
  • Intensively manage, troubleshoot, and optimize VMware environments alongside traditional hardware and software systems.
  • Enhance network security measures, configure firewalls, and implement security protocols to safeguard all systems.
  • Administer Active Directory, including complex scripting, automation of tasks, and advanced group policy management.
  • Oversee software lifecycle from installation to updates and patches for both Windows and macOS, ensuring compliance with security standards.
  • Collaborate closely with Tier 1 support for issue diagnosis and escalation to Tier 3 for advanced troubleshooting and resolution.
  • Document detailed incident reports and resolution steps within the ticketing system to aid in compliance and training.
  • Develop and maintain comprehensive IT documentation, procedures, and policies to support network, VMware, and security infrastructures.
  • Minimum 5-7 years of experience in IT support, with at least 3 years focused on network, software, VMware, and security support in a Tier 2 role.
  • In-depth knowledge of networking concepts, including DNS, protocols, firewall configurations, and security practices.
  • Expertise in managing and configuring VMware environments.
  • Proficiency in Windows and macOS administration, with a strong emphasis on security settings and network configurations.
  • Proven track record in Active Directory management, including advanced user and security group management.
  • Exceptional problem-solving skills and the ability to manage priorities amid multiple ongoing tasks.
  • Excellent communication skills, with a focus on providing top-tier customer service and technical training.

Preferred Qualifications:
  • Certifications such as CompTIA Network+, Security+, VCP (VMware Certified Professional), or similar credentials.
  • Prior experience in a medium-sized business environment with a significant emphasis on maintaining high security and operational standards.