Tier 2 Help Desk Technician – Enterprise IT Support

Integrity; Urbandale (IA); On-site; USD 60,000 - 90,000; Full time

Job summary

Integrity is seeking a Tier 2 IT Support specialist in Urbandale, IA to act as escalation point for Tier 1 and address complex hardware, software, and application issues. The role partners with end users, Tier 1 technicians, and senior IT teams to ensure reliable operations and knowledge sharing.

Ideal candidates have 3–5 years in customer-facing IT support, strong Windows/macOS troubleshooting skills, and proficiency with Active Directory and Microsoft 365.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field preferred, or equivalent practical experience.
• 3–5 years of experience in a customer-facing IT support or help desk role is expected.
• Experience supporting a mix of onsite and remote employees in a corporate environment.
• Experience troubleshooting and resolving hardware, software, and application issues across diverse user populations.

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.

Skills

Windows/macOS troubleshooting

Microsoft 365 support

Problem diagnosis

Communication of tech concepts

AD/O365 management

Documentation

Multi-tasking in fast-paced env

Education

Bachelors in Computer Science / Information Systems

Tools

Ticketing systems

Remote support tools

Endpoint management solutions

Job description

Integrity is seeking a Tier 2 IT Support specialist in Urbandale, IA to act as escalation point for Tier 1 and address complex hardware, software, and application issues. The role partners with end users, Tier 1 technicians, and senior IT teams to ensure reliable operations and knowledge sharing.

Ideal candidates have 3–5 years in customer-facing IT support, strong Windows/macOS troubleshooting skills, and proficiency with Active Directory and Microsoft 365.