Tier 2 Onsite Help Desk Technician & AV Support

Integrity; Farmington (UT); On-site; USD 55,000 - 75,000; Full time

Job summary

Integrity is seeking an in-person Tier 2 Help Desk specialist to provide hands-on local support for onsite employees and conference room technology. You will resolve complex issues, escalate from Tier 1, and mentor the Tier 1 team while collaborating with senior IT groups.

The role covers Active Directory and Microsoft 365 administration, hardware and software troubleshooting, and maintaining knowledge bases. Prior enterprise experience is preferred.

Qualifications

• 3–5 years in a customer-facing IT support or help desk role.
• Experience supporting onsite and remote employees in a corporate environment.
• Experience with Windows, macOS, and Microsoft 365 apps.
• Ability to document processes and resolutions clearly.
• Experience with ticketing systems and end-user escalations.

Responsibilities

• Provide support for end-user hardware, software, and application issues, including escalations from Tier 1, through both onsite (desk-side/walk-up) and remote channels.
• Provide local office IT support, including deskside assistance, hardware swaps, new-hire setup, and coordination of onsite incidents that require physical presence.
• Diagnose and resolve moderately complex to complex workstation, operating system, and peripheral issues.
• Participate in the Shared Services Tier 2 support model by monitoring and working tickets across the enterprise queue, meeting service levels, and partnering with other Tier 2 team members for coverage.
• 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 OS

macOS

Active Directory

Microsoft 365

Outlook

Teams

OneDrive

SharePoint

Ticketing systems

Remote support

Endpoint management

Communication

Education

Bachelor’s degree in CS/IS or related field

Tools

Endpoint management

Remote support tools

Microsoft 365 admin center

Job description

Integrity is seeking an in-person Tier 2 Help Desk specialist to provide hands-on local support for onsite employees and conference room technology. You will resolve complex issues, escalate from Tier 1, and mentor the Tier 1 team while collaborating with senior IT groups.

The role covers Active Directory and Microsoft 365 administration, hardware and software troubleshooting, and maintaining knowledge bases. Prior enterprise experience is preferred.