Job Summary:
This is an in-person, office-based Help Desk Technician position that serves as a first line of support for employees across onsite, remote, and enterprise shared services channels. The role supports local office employees, conference room technology, endpoint hardware, applications, user access, and service desk workflows by quickly identifying issues, resolving problems whenever possible, and escalating complex incidents to the appropriate technology teams such as Network, DNS, Intune, Security, or Infrastructure. This position partners closely with end users, peer support technicians, and senior IT teams to deliver reliable, customer-first support through clear communication, detailed documentation, strong follow-through, and a consistent support experience across the organization.
Responsibilities
- Serve as a first line of support for end-user hardware, software, access, and application issues through onsite desk-side/walk-up support, remote support, and enterprise service desk channels.
- Provide local office IT support, including deskside assistance, hardware swaps, new-hire setup, and coordination of onsite incidents that require physical presence.
- Quickly identify, triage, and resolve workstation, operating system, peripheral, hardware, software, and application issues while minimizing disruption to employee productivity.
- Participate in the shared services support model by monitoring and resolving tickets across enterprise queues, meeting service levels, documenting work performed, and coordinating coverage with other support team members.
- Escalate incidents to specialized teams such as Network, DNS, Intune, Security, Infrastructure, or other technology owners when appropriate, ensuring each escalation includes detailed notes, completed troubleshooting steps, user impact, urgency, and relevant device or account information.
- Serve as a knowledgeable technical resource for peers by sharing troubleshooting guidance, documenting repeatable processes, and helping improve support consistency across the team.
- Manage user accounts, permissions, and access within Active Directory, Microsoft Entra ID and Microsoft 365.
- Configure, deploy, and troubleshoot laptops, phones, printers, and mobile devices.
- Support conference and meeting setup, including room readiness, audio/video equipment, and collaboration tools.
- Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
Talents and Abilities
- Skilled in troubleshooting Windows and macOS operating systems in an enterprise environment.
- Skilled in supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
- Ability to diagnose and resolve hardware, software, and user issues independently.
- Ability to communicate technical concepts clearly to non-technical users while providing timely status updates, setting expectations, documenting details accurately, and explaining next steps in a professional and customer-focused manner.
- Knowledge of cloud identity services, Active Directory, Microsoft Entra ID, and Microsoft 365 management, with experience documenting technical processes and resolutions.
- Ability to prioritize and manage multiple issues in a fast-paced, customer-focused support environment.
Experience
- 3–5 years of experience in a customer-facing IT support or help desk role.
- Experience supporting a mix of onsite and remote employees in a corporate or enterprise environment.
- Demonstrated experience troubleshooting and resolving hardware, software, and application issues across diverse user populations.
- Experience working with ticketing systems, remote support tools, and endpoint management solutions.
- Experience supporting executive or VIP users in a high-priority support environment is a plus.
Education
- Bachelor’s degree in Computer Science, Information Systems, or a related field preferred, or equivalent practical experience.
Licensing and/or Certification
- No required certifications.
- IT certifications such as CompTIA A+, Network+, Microsoft, or equivalent are preferred.
About Integrity
Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.
Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.
Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.
Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.
