Help Desk Technician

Job Summary:

A Tier 1 Help Desk Technician plays a crucial role in ensuring smooth IT operations by resolving common issues efficiently and providing positive user experience, while serving as the gateway to more advanced technical support when needed

Responsibilities

A Tier 1 Help Desk Technician serves as the first point of contact for end-users seeking technical assistance. This role is responsible for handling basic technical and non-technical issues, providing prompt support, and escalating more complex problems to higher support tiers as necessary. Help Desk Technicians are the "face" of the IT department, ensuring positive user experience through effective communication and problem-solving skills. To be successful, you will have to:

• Serve as the initial point of contact for users via phone, email, chat, or in-person for all IT-related issues and requests.
• Accurately log and track incidents and service requests in the IT ticketing system.
• Troubleshoot and resolve routine technical issues, such as password resets, account unlocks, software installations, and basic hardware or application problems.
• Provide guidance on common application usage and answer "how-to" questions.
• Escalate unresolved or complex issues to higher support according to defined procedures
• Communicate status updates and resolution information to end-users in a clear, professional manner.
• Assist with proactive maintenance tasks, such as ensuring security patches and updates are applied to client devices.
• Gather detailed information and documentation (including screenshots) to support escalation and troubleshooting.
• Maintain a high level of customer service, empathy, and professionalism in all interactions.
• Perform other duties as assigned to support the needs of the team.

Talents and Abilities

• High school diploma or GED; Associate’s degree preferred
• 2-4 years experience with common operating systems, productivity software, and user management tools is a plus.
• Basic troubleshooting and technical support experience.
• Strong customer service orientation with excellent communication and listening skills.
• Ability to explain technical concepts in user-friendly language.
• Teamwork and collaboration skills, especially in a fast-paced environment.
• Attention to detail and ability to follow established procedures.
• Eagerness to learn and adapt to new technologies and processes.

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.