Help Desk Technician

About the role

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.

Requirements

• 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.
• 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.
• Bachelor’s degree in Computer Science, Information Systems, or a related field preferred, or equivalent practical experience.
• IT certifications such as CompTIA A+, Network+, Microsoft, or equivalent are preferred.

About Integrity

Integrity is one of the nation’s 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. We put our people first and celebrate hard work while supporting you daily. Joining us means being part of a hyper-growth company with professional opportunities to accelerate your career. Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Our employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide.