Help Desk Technician

Integrity IT Solutions offers a supportive team environment and a benefits package designed for long-term stability, including medical, dental, and vision benefits, 401(k), paid time off, and covered parking. This onsite role in Kansas City, MO gives you a clear focus: helping clients solve everyday technology problems quickly and professionally.

What you’ll do

As a Help Desk Technician, your primary daily responsibility is handling incoming client support calls and resolving technical issues over the phone using remote support tools.

• Answer incoming technical support calls as your primary daily responsibility.
• Troubleshoot and resolve client issues over the phone using remote support tools.
• Support Windows desktops and laptops, Microsoft 365, email, printers, software, and network connectivity.
• Ask clear questions, explain troubleshooting steps, and help clients feel comfortable during the support process.
• Create and maintain accurate support tickets, including troubleshooting performance, resolutions, and time entries.
• Follow through on unresolved issues and provide timely updates to clients.
• Escalate complex issues with clear documentation while maintaining ownership of client communications.
• Coordinate with teammates to maintain reliable phone coverage and responsive client support.
• Assist with other technical and client support responsibilities as business needs require.
• Adapt to changing priorities and support evolving technical and client-support needs.

What you bring

• 2 to 5 years of experience with end-user, Helpdesk, or desktop support in a professional IT environment.
• Experience troubleshooting and supporting Mac devices is a plus, but not required.
• Comfort answering frequent incoming calls and providing technical support throughout the workday.
• Strong troubleshooting skills and the ability to guide users through solutions over the phone.
• Flexibility to adjust to new tasks, changing priorities, and evolving client or company needs.
• Strong interpersonal and customer-service skills with a professional, positive approach with clients, coworkers, and leadership.
• Self-motivated with the ability to work independently, exercise sound judgment, and collaborate as part of a team.
• Professional appearance and demeanor appropriate for a client-facing position.
• Ability to remain composed under pressure, prioritize competing requests, and respond efficiently to time-sensitive client needs.
• Valid driver’s license, clean driving record, and reliable transportation, with the ability to complete required background screening.

Tools and technology

• Microsoft 365