Help Desk Technician

Integrity Marketing Group•Scottsdale, AZ

8d•Hybrid

About The Position

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.

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 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.