Tech Support/IT Helpdesk (Tier 2)

Company Description

For More Open Positions Visit us at:

http://recruiting.woongjininc.com/

**NO C2C

Our Mission

WOONGJIN INC. is a rapidly growing team who provides a range of unique, exceptional, and enhanced services to our clients. We have a strong moral code that includes the service of goodness without expectations of reward. We are motivated by the sense of responsibility and servant leadership.

Job Description

We are seeking a skilled and customer-focused Tier 2 IT Helpdesk Technician with 5+ years of experience to join our dynamic IT support team. This position is critical to maintaining user productivity and IT service quality, with a strong focus on troubleshooting and resolving issues related to Microsoft Active Directory and Windows environments..

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.
• Ensure compliance with IT security policies and procedures.
• Identify recurring issues and recommend long-term solutions or process improvements.

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.

Additional Information

All your information will be kept confidential according to EEO guidelines.