Help Desk Technician

Integrity; Woodstock (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Integrity is seeking an experienced IT professional to serve as a Tier 2 escalation point for end-user support across the enterprise. You will resolve moderately complex hardware, software, and application issues and collaborate with Tier 1 technicians and senior IT teams.

In this role, you will manage user accounts in Active Directory and Microsoft 365, configure devices, support collaboration tools, and contribute to knowledge sharing through documentation and guides.

Qualifications

• 3–5 years of customer-facing IT support or help desk experience.
• Experience supporting onsite and remote employees in an enterprise environment.
• Experience troubleshooting Windows and macOS in an enterprise setting.
• Experience with Microsoft 365 applications.

Responsibilities

• Provide Tier 2 support for end-user hardware, software, and applications.
• Diagnose and resolve workstation, OS, and peripheral issues.
• Mentor Tier 1 Support team.
• Manage user accounts and permissions in Active Directory and Microsoft 365.
• Configure and troubleshoot devices (laptops, phones, printers, mobiles).
• Support audio/video and conference room tech.
• Create and maintain technical documentation and knowledge base articles.

Skills

Windows troubleshooting

MacOS troubleshooting

Microsoft 365

Active Directory

VIP support

Documentation

Prioritization

Clear communication

Education

Bachelor's degree in CS/IS or related field

Tools

Ticketing systems

Remote support tools

Endpoint management

Job description

Job Summary

This position will serve as an escalation point for Tier 1 support and is responsible for resolving more complex technical issues across Integrity. This role 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 Tier 2 support for end-user hardware, software, and application issues, including escalations from Tier 1.
• Diagnose and resolve moderately complex to complex workstation, operating system, and peripheral issues.
• 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.

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.
• 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 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. Why? Because we put our people first! At Integrity, you can start a new career path at 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.

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.