Help Desk Technician

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.

• 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

• 35 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 with ticketing systems remote support tools and endpoint management solutions.

• Experience supporting executive or VIP users in a high-priority support environment is a plus.

Education

• Bachelors degree in Computer Science Information Systems or a related field preferred or equivalent practical experience.

Licensing and/or Certification

• No required certifications.

• IT certifications such as CompTIA A Network Microsoft or equivalent are preferred.

About Integrity

Integrity is one of the nations leading independent distributors of life health and wealth insurance products. With a strong insurtech focus we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why Because we put our people first! At Integrity you can start a new career path at company youll love and well love you back. Were proud of the work we do and the culture weve built where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package including benefits that make work more fun and give you and your family peace of mind.

Headquartered in Dallas Texas Integrity is committed to meeting Americans wherever they are in person over the phone or online. Integritys employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information visit .

Integrity LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex gender identity national origin disability veteran status or any other characteristic protected by federal state or local addition Integrity LLC will provide reasonable accommodations for qualified individuals with disabilities.