Technical Systems Analyst

Job Description

Job Description

Integrity IT Solutions is seeking a  Technical Systems Analyst to join our team. This is a hands-on, client-facing IT support role for someone who enjoys solving problems, helping people, and delivering exceptional client experience. 

The ideal candidate combines strong technical skills with customer-service mindset and can communicate technical information clearly and professionally to non-technical users.

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.

What sets us apart is our commitment to our clients, our team, and our core values.  We work hard, take ownership of our responsibilities, and hold ourselves to a high standard, but we also believe that 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 helping people and solving problems.  You are personable, patient, and comfortable working directly with clients who may not be as comfortable with technology as you are.

You thrive in a fast-paced environment where priorities can change throughout the day.  You are a strong communicator, a self-starter, and a team player who is willing to jump-in wherever needed.  You take ownership of problems and follow them through to resolution rather than simply passing them along.

Most importantly, you share our core values:

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

About the Role

The position requires active participation in the Helpdesk call queue.  You will troubleshoot and resolve desktop, software, Microsoft 365, connectivity, and other end-user technology issues while providing professional and positive client experience.

More complex issues will be escalated when appropriate but you may also assist with more advanced technical work based on your experience and skill level, including networking, servers, Microsoft 365 administration, infrastructure, migrations, and projects.  

Because this position interacts directly with clients, you must be able to exercise discretion and independent judgment when handling client information and making decisions that may impact their business and technology environment.  You will be expected to work independently, evaluate technical issues, determine appropriate solutions or escalation paths, and use sound judgment in carrying your responsibilities.  Our clients often view our Technical Systems Analyst as trusted advisors and representatives of Integrity IT Solutions, making professionalism, judgment, and accountability essential to this role.

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

• Serve as a primary point of contact for clients requesting technical support via incoming phone calls, chat, email, and support tickets.
• Provide Desktop support by troubleshooting and resolving end-user hardware, software, Microsoft 365, connectivity, printing, and other technical issues.
• Actively participate in the incoming call queue and assist with answering and triaging client support calls.
• Create, document, update, and manage support tickets through resolution, including accurate notes and time entries.
• Communicate directly with clients throughout the support process and provide timely status updates.
• Escalate complex technical issues appropriately while maintaining ownership of the client experience.
• Configure and troubleshoot desktops, laptops, peripherals, and network connectivity.
• Assist with advanced technical work based on experience and skill level, including networking, servers, Microsoft 365 administration, infrastructure, migrations, and projects.
• 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.
• Security-first mindset with an understanding of the importance of protecting client systems, credentials, and information.
• Excellent written and verbal communication skills with the ability to explain technical issues clearly to non-technical users.
• 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.
• Willingness to participate in periodic on-call rotations and provide after-hours support when scheduled.