Help Desk Support Technician

Lemonov Integrated Systems is a locally owned and growing technology solutions provider serving businesses throughout the Dallas–Fort Worth area. We provide managed IT support, networking, Microsoft 365 services, structured cabling, audiovisual systems, and other integrated technology solutions.

We offer a collaborative small-business environment where employees have the opportunity to build broad technical skills, take ownership of their work, and contribute directly to the success of our clients and company.

As we continue to grow, we are seeking a dependable, customer-focused Level 1 Help Desk Technician to join our team.

Position Overview

The Level 1 Help Desk Technician serves as a primary point of contact for clients requesting technical assistance. This is an MSP help-desk position supporting users across multiple client environments rather than a single internal organization.

The technician will diagnose and resolve common hardware, software, Microsoft 365, connectivity, and end-user issues through phone, email, remote support, and occasional onsite assistance. More complex issues will be documented and escalated to senior technical staff.

The ideal candidate is patient, professional, technically curious, and comfortable communicating with users who may have varying levels of technical knowledge. Reliability, communication, documentation, and willingness to learn are valued as highly as existing technical experience.

Primary Roll Responsibilities

• Respond to client support requests by phone, email, ticketing system, remote session, or onsite visit as required.
• Diagnose and resolve common hardware, software, operating system, Microsoft 365, printer, network connectivity, and peripheral issues.
• Guide clients through troubleshooting steps using clear, patient, and professional communication.
• Own assigned service requests through resolution, escalation, or documented handoff.
• Maintain accurate and timely ticket documentation, including the reported issue, troubleshooting performed, resolution, and required follow-up.
• Install, configure, update, and support desktop applications and Windows operating systems.
• Assist with user account setup, password resets, permissions, email configuration, and Microsoft 365 support.
• Set up and troubleshoot computers, monitors, printers, scanners, mobile devices, and other common business technology.
• Perform basic troubleshooting involving TCP/IP, DNS, DHCP, Wi‑Fi, VPN connections, and network devices.
• Recognize issues that require escalation and provide senior technicians with complete and useful documentation.
• Follow internal procedures, escalation standards, client‑specific instructions, and security best practices.
• Follow up with clients to confirm that issues have been resolved and service expectations have been met.
• Assist with workstation deployments, technology refreshes, onboarding and offboarding, and other client projects.
• Contribute to internal knowledge base articles, troubleshooting guides, and process improvements.
• Protect confidential client, employee, and company information.
• Continue developing technical knowledge through hands‑on experience, training, and professional development.

As skills, performance, and interests develop, this position may gain exposure to additional areas such as:

• Microsoft 365 and cloud administration
• Networking and wireless systems
• Endpoint management and automation
• Cybersecurity tools and best practices
• Server and infrastructure support
• Technology deployments and project coordination
• Audiovisual systems
• Physical security and access control technology

These areas are potential growth opportunities and are not necessarily required areas of expertise when beginning the position.

Qualifications

• High school diploma or equivalent required.
• One to three years of technical support, desktop support, help‑desk, or customer‑service experience is preferred.
• Strong entry‑level candidates with demonstrated technical aptitude and excellent customer‑service skills will also be considered.
• Working knowledge of Windows 10 and Windows 11.
• Familiarity with Microsoft 365 applications and common business software. (365 Administration experience is a major plus)
• Strong…