Help Desk Technician

Job Summary

This position will serve as an escalation point for Tier 1 support and is responsible for resolving more complex technical issues across Integrity. This role partners closely with end users, Tier 1 technicians, and senior IT teams to deliver reliable, high-quality support while contributing to process improvement and knowledge sharing.

Responsibilities

• Provide Tier 2 support for end-user hardware, software, and application issues, including escalations from Tier 1.
• Diagnose and resolve moderately complex to complex workstation, operating system, and peripheral issues.
• Serve as a technical resource and mentor to Tier 1 Support team.
• Manage user accounts, permissions, and access within Active Directory and Microsoft 365.
• Configure, deploy, and troubleshoot laptops, phones, printers, and mobile devices.
• Support audio/video, conference room technology, and collaboration tools.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.

Talents and Abilities

• Skilled in troubleshooting Windows and macOS operating systems in an enterprise environment.
• Skilled in supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Ability to diagnose and resolve hardware, software, and user issues independently.
• Ability to communicate technical concepts clearly to non-technical users.
• Knowledge of Active Directory and O365 management.
• Experienced in documenting technical processes and resolutions.
• Ability to prioritize and manage multiple issues in a fast-paced, customer-focused support environment.

Experience

• 3–5 years of experience in a customer-facing IT support or help desk role.
• Experience supporting a mix of onsite and remote employees in a corporate or enterprise environment.
• Demonstrated experience troubleshooting and resolving hardware, software, and application issues across diverse user populations.
• Experience working