Help Desk Technician
Integrity•Woodstock, GA
•Hybrid
About The Position
This position will serve as an escalation point for Tier 1 support and is responsible for resolving more complex technical issues across Integrity. This role partners closely with end users, Tier 1 technicians, and senior IT teams to deliver reliable, high-quality support while contributing to process improvement and knowledge sharing.
Requirements
- 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.
- Knowledge of Active Directory and O365 management.
- Experienced in documenting technical processes and resolutions.
- Ability to prioritize and manage multiple issues in a fast-paced, customer-focused support environment.
- 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.
Nice To Haves
- Experience supporting executive or VIP users in a high-priority support environment is a plus.
- IT certifications such as CompTIA A+, Network+, Microsoft, or equivalent are preferred.
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.
Benefits
- Competitive compensation package
- Benefits that make work more fun
- Benefits that give you and your family peace of mind
- Professional opportunities for career acceleration
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
