Help Desk Technician

Job Summary:

This is an in-person office-based Help Desk Technician position that serves as a first line of support for employees across onsite remote and enterprise shared services channels. The role supports local office employees conference room technology endpoint hardware applications user access and service desk workflows by quickly identifying issues resolving problems whenever possible and escalating complex incidents to the appropriate technology teams such as Network DNS Intune Security or Infrastructure. This position partners closely with end users peer support technicians and senior IT teams to deliver reliable customer-first support through clear communication detailed documentation strong follow-through and a consistent support experience across the organization.

Responsibilities

• Serve as a first line of support for end-user hardware software access and application issues through onsite desk-side/walk-up support remote support and enterprise service desk channels.

• Provide local office IT support including deskside assistance hardware swaps new-hire setup and coordination of onsite incidents that require physical presence.

• Quickly identify triage and resolve workstation operating system peripheral hardware software and application issues while minimizing disruption to employee productivity.

• Participate in the shared services support model by monitoring and resolving tickets across enterprise queues meeting service levels documenting work performed and coordinating coverage with other support team members.

• Escalate incidents to specialized teams such as Network DNS Intune Security Infrastructure or other technology owners when appropriate ensuring each escalation includes detailed notes completed troubleshooting steps user impact urgency and relevant device or account information.

• Serve as a knowledgeable technical resource for peers by sharing troubleshooting guidance documenting repeatable processes and helping improve support consistency across the team.

• Manage user accounts permissions and access within Active Directory Microsoft Entra ID and Microsoft 365.

• Configure deploy and troubleshoot laptops phones printers and mobile devices.

• Support conference and meeting setup including room readiness audio/video equipment 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 while providing timely status updates setting expectations documenting details accurately and explaining next steps in a professional and customer-focused manner.

• Knowledge of cloud identity services Active Directory Microsoft Entra ID and Microsoft 365 management with experience 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.