Tier 2 Help Desk Technician & IT Troubleshooter

Insurance Administrative Solutions, L.l.c.; Urbandale (IA); On-site; USD 52,000 - 65,000; Full time

Job summary

Integrity, LLC is seeking a Tier 2 IT support professional to act as an escalation point for complex technical issues across the enterprise. You will partner with end users, Tier 1 technicians, and senior IT teams to deliver reliable, high-quality support while contributing to knowledge sharing.

Responsibilities include providing Tier 2 support for hardware, software, and applications, diagnosing complex workstation issues, and mentoring Tier 1 staff.

Qualifications

• 3–5 years of customer-facing IT support experience.
• Experience supporting onsite and remote employees in a corporate environment.
• Experience troubleshooting hardware, software, and applications across diverse users.
• Experience with ticketing systems and remote support tools.
• Experience supporting executive or VIP users is a plus.

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 troubleshooting

macOS troubleshooting

Microsoft 365 applications

End-user support

Documentation

Communication

VIP support

Education

Bachelor’s degree in Computer Science, Information Systems, or related field

Tools

Active Directory

Microsoft 365

Remote support tools

Endpoint management

Job description

Integrity, LLC is seeking a Tier 2 IT support professional to act as an escalation point for complex technical issues across the enterprise. You will partner with end users, Tier 1 technicians, and senior IT teams to deliver reliable, high-quality support while contributing to knowledge sharing.

Responsibilities include providing Tier 2 support for hardware, software, and applications, diagnosing complex workstation issues, and mentoring Tier 1 staff.