Help Desk Technician

Job Summary

This is an in-person, office-based Tier 2 Help Desk position that provides hands-on, local support for onsite employees and conference room technology while also supporting Integrity’s Shared Services Tier 2. This role serves as an escalation point for Tier 1, resolves more complex technical issues across the organization, and 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 support for end-user hardware, software, and application issues, including escalations from Tier 1, through both onsite (desk-side/walk-up) and remote channels.
• Provide local office IT support, including deskside assistance, hardware swaps, new-hire setup, and coordination of onsite incidents that require physical presence.
• Diagnose and resolve moderately complex to complex workstation, operating system, and peripheral issues.
• Participate in the Shared Services Tier 2 support model by monitoring and working tickets across the enterprise queue, meeting service levels, and partnering with other Tier 2 team members for coverage.
• 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.

Position Requirements (Knowledge, Skills, 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. *