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.

Requirements

• 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 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
• Bachelor's 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

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at integritymarketing? Share your experience