Help Desk Technician

3M HEALTHCARE; Scottsdale (AZ); Hybrid; USD 52,000 - 75,000; Full time

Job summary

Integrity is seeking an IT Support professional to provide comprehensive end-user computer, software, and device support across onsite and remote channels.

You will diagnose complex workstation and OS issues, manage Active Directory and Microsoft 365 access, and mentor Tier 1 staff while maintaining documentation and knowledge bases. A Bachelor's degree or equivalent experience is preferred.

Qualifications

• Experience in enterprise IT support with end-user devices.
• Ability to explain technical concepts clearly to non-technical users.
• Proactive in documenting resolutions and processes.
• Experience with enterprise ticketing systems, remote support tools, and endpoint management.
• Experience supporting executive or VIP users is a plus.

Responsibilities

• Provide end-user hardware, software, and application support, including escalations from Tier 1, onsite and remote.
• Offer local office IT support: desk-side assistance, hardware swaps, new-hire setup, onsite incident coordination.
• Diagnose and resolve moderately to complex workstation, OS, and peripheral issues.
• Monitor and work tickets across the enterprise queue, meet SLAs, collaborate with Tier 2 teammates.
• Serve as a technical resource and mentor to Tier 1 Support.
• Manage user accounts, permissions, and access in Active Directory and Microsoft 365.
• Configure, deploy, and troubleshoot laptops, phones, printers, and mobile devices.
• Support audio/video, conference room tech, and collaboration tools.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.

Skills

Windows/macOS troubleshooting

Microsoft 365 applications

Hardware & software diagnostics

Communication skills

Active Directory / O365 management

Documentation

Ticketing systems

Education

Bachelor's degree in CS/IS or related

Tools

Ticketing systems

Remote support tools

Endpoint management

Active Directory

Job description

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 desk-side 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 Microsoft365.
• 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 Microsoft365 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

• 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 CompTIAA+, 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. Why? Because we put our people first! At Integrity, you can start a new career path at a company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve 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. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Equal Opportunity

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 law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.