Tier 2 IT Help Desk Technician - Senior Support & Mentoring

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

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.