SERVICE DESK TECHNICIAN

Integrity IT Solutions is seeking a Service Desk Technician whose primary responsibility is answering incoming client support calls and resolving technical problems over the phone using remote support tools.

You will be one of the first people our clients speak with when technology interrupts their day. We need someone who enjoys helping people, is comfortable working in an active phone queue, and can troubleshoot issues while providing a calm, friendly, and professional experience.

About Us

Integrity IT Solutions is a values-driven IT support company located in Union Station in Kansas City, Missouri. We provide technological support and solutions to small and mid-sized businesses through the Kansas City metro area.

We care about our clients, our team, and our core values. We work hard, take ownership of our responsibilities, and hold ourselves to high standards. We also believe work should be enjoyable. We laugh, joke, collaborate, and genuinely enjoy being part of the same team.

About You

You are Humble.  You are Hungry.  You are Smart.

You enjoy solving technical problems and helping people who may be frustrated or uncomfortable with technology. You are patient, personable, and able to explain what you are doing in language clients can understand.

You are comfortable spending more of your workday answering support calls and troubleshooting issues with clients over the phone. You listen carefully, ask useful questions, and guide clients through solutions without making them feel rushed or overwhelmed.

You take ownership of problems, document your work, and follow through. When an issue needs additional expertise, you involve the right teammate and keep the client informed.

Most importantly, you share our core values:

• Uncompromising Integrity
• Selfless Service
• A Desire to Help Others

About the Role

This is a phone focused technical support position. Answering incoming help desk calls and resolving client issues over the phone are the primary duties of the job.

You will troubleshoot desktops, laptops, software, Microsoft 365, connectivity, printing, and other everyday technology issues. You will use remote support tools to diagnose and resolve problems while communicating directly with clients. Support tickets, email follow-up, and other technical tasks support this primary responsibility.

Because you will work directly with clients and access their systems and information, discretion, sound judgment, professionalism, and accountability are essential. You must recognize when you can resolve an issue independently and when escalation is appropriate.

This is a full-time, in person (not remote), permanent position.  There are many perks to working for Integrity IT Solutions including medical, dental and vision benefits, 401(k), paid time off, covered parking and a great team atmosphere.

Compensation based on experience and technical skill level.

Primary Responsibilities

• 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
• 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 assist with other technical and client-support responsibilities as business needs require.

Job Requirements

• 2 to 5 years of experience with end-user, Helpdesk, or desktop support in professional IT environment.
• Experience troubleshooting and supporting Mac devices is a plus, but not required.
• Comfort with 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 the ability to interact professionally and positively with clients, coworkers, and leadership.

• Self-motivated with the ability to work independently, exercise sound judgment, and collaborate effectively 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; ability to successfully complete required background screening.