Senior Help Desk Technician – Enterprise Tier 2 IT Support

Integrity; Des Moines (IA); On-site; USD 52,000 - 72,000; Full time

Job summary

Integrity, LLC is a leading independent distributor of life, health and wealth insurance products. This role supports end users and helps senior IT teams, with a focus on enterprise-grade AD and Microsoft 365 environments.

The position emphasizes collaboration, documentation, and knowledge sharing in a fast-paced setting. Based in Des Moines, IA, the role requires strong Windows/macOS troubleshooting skills, experience with ticketing systems, and a customer-focused approach.

Qualifications

• 3–5 years in a customer-facing IT support or help desk role.
• Experience supporting onsite and remote employees in a corporate environment.
• Familiar with diagnosing and resolving hardware, software, and application issues.
• Experience with ticketing systems and remote support tools.

Responsibilities

• Provide Tier 2 support for end-user hardware, software, and applications, including escalations from Tier 1.
• Diagnose and resolve moderately complex workstation, OS, 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, conferencing, and collaboration tools.
• Create and maintain technical documentation and knowledge base articles.

Skills

Windows

macOS

Microsoft 365

AD/Identity

Documentation

Education

Bachelor’s degree in Computer Science or related field

Tools

Active Directory

Microsoft Intune

Remote support tools

Endpoint management

Job description

Integrity, LLC is a leading independent distributor of life, health and wealth insurance products. This role supports end users and helps senior IT teams, with a focus on enterprise-grade AD and Microsoft 365 environments.

The position emphasizes collaboration, documentation, and knowledge sharing in a fast-paced setting. Based in Des Moines, IA, the role requires strong Windows/macOS troubleshooting skills, experience with ticketing systems, and a customer-focused approach.