IT Help Desk Technician — Enterprise Support

Insurance Administrative Solutions, L.l.c.

Scottsdale (AZ)

On-site

USD 42,000 - 70,000

Full time

5 days ago

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Job summary

Integrity, LLC in Scottsdale is seeking an in-person Help Desk Technician to serve as a first-line IT support for onsite and remote users, handling devices, software, access, and service desk requests.

You will collaborate with Network, DNS, Intune, Security teams and manage AD/Entra ID; document issues; and ensure high-quality support while meeting SLAs. A Bachelor's degree is preferred; CompTIA A+ or similar credentials are a plus.

Qualifications

Experience troubleshooting Windows and macOS in an enterprise environment.
Proficient with Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
Strong communication with non-technical users; provide timely status updates and next steps.
Experience with ticketing systems and remote support tools.
Experience supporting executive or VIP users is a plus.

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.