Help Desk Technician

Integrity•Blue Springs, MO

5d•Onsite

About The Position

This in-person, office-based Help Desk Technician position 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. The technician identifies and resolves issues where possible and escalates complex incidents to appropriate technology teams, such as Network, DNS, Intune, Security, or Infrastructure. The technician partners with end users, peer support technicians, and senior IT teams to provide reliable, customer-first support. Clear communication, detailed documentation, strong follow-through, and consistent support across the organization are central to the role.

Requirements

3–5 years of experience in a customer-facing IT support or help desk role.
Experience supporting 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.
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 independently diagnose and resolve hardware, software, and user issues.
Ability to communicate technical concepts clearly to non-technical users, provide timely status updates, set expectations, document details accurately, and explain next steps professionally and with a customer-focused approach.
Knowledge of cloud identity services, Active Directory, Microsoft Entra ID, and Microsoft 365 management.
Ability to prioritize and manage multiple issues in a fast-paced, customer-focused support environment.

Nice To Haves

Experience supporting executive or VIP users in a high-priority support environment.
Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
IT certifications such as CompTIA A+, Network+, Microsoft, or equivalent.

Responsibilities

Provide first-line support for end-user hardware, software, access, and application issues through onsite desk-side or 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 incidents requiring physical presence.
Identify, triage, and resolve workstation, operating system, peripheral, hardware, software, and application issues while minimizing disruption to employee productivity.
Monitor and resolve tickets across enterprise queues, meet service levels, document work performed, and coordinate coverage with other support team members.
Escalate incidents to specialized teams when appropriate, including detailed notes, completed troubleshooting steps, user impact, urgency, and relevant device or account information.
Share troubleshooting guidance with peers, document repeatable processes, and help 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.