Help Desk Technician (Level 1
Job in
Mentor, Lake County, Ohio, 44060, USA
Listed on 2026-08-21
Listing for:
Integra-Testing-Services
Full Time
position Listed on 2026-08-21
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Desktop Support, Technical Support
Job Description & How to Apply Below
Position Summary
We are seeking a Level 1 Help Desk Technician to serve as the first point of contact for end users in a Microsoft 365 and Azure-centric environment. This role is responsible for responding to inbound support requests, resolving common desktop, application, and account issues, and escalating more complex problems to the Tier 2 team.
The ideal candidate brings a friendly, customer-first attitude, an eagerness to learn, and a methodical approach to troubleshooting. You will support users remotely across multiple sites and provide in-person support on site.
Key Responsibilities End-User and Desktop Support- Serve as the first point of contact for end users through phone, email, chat, and walk-up requests
- Troubleshoot and resolve common Windows desktop, laptop, printer, and peripheral issues
- Provide first-line support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and One Drive
- Assist with basic workstation setup, software installation, and device configuration
- Escalate unresolved or complex issues to Tier 2 with clear, detailed troubleshooting notes
- Perform password resets and assist users with MFA enrollment and sign-in issues
- Submit and process account, group, and license requests in Entra (Azure AD) and Active Directory
- Support onboarding and offboarding activities, including equipment setup and account activation
- Assist users with access to shared drives, distribution lists, and mailboxes
- Log, categorize, and track all support requests in the IT service management (ITSM) platform
- Follow standard operating procedures and knowledge base articles to resolve recurring issues
- Keep users informed of ticket status and expected resolution timelines
- Document troubleshooting steps and contribute to the knowledge base
- Prepare, image, and deploy workstations and peripherals for new and existing users
- Track hardware assets and assist with inventory and basic stock management
- Support conference room AV setup and basic connectivity issues
- 1-2 years of help desk, customer service, or IT support experience
- Basic understanding of Windows 10/11 and Microsoft 365 applications
- Familiarity with common desktop hardware, printers, and peripherals
- Strong customer-service orientation with clear written and verbal communication skills
- Ability to follow documented procedures and escalate issues appropriately
- High school diploma or equivalent experience
- Industry certifications or coursework such as CompTIA A+, MS-900, or AZ-900, or active pursuit of these credentials
- Experience with ITSM or ticketing platforms such as Service Now, Atera, Fresh service, or similar tools
- Familiarity with Entra (Azure AD) and Active Directory fundamentals
- Experience supporting remote and hybrid users
- Prior IT internship, technical lab, or home-lab experience
- Friendly, patient, customer-focused attitude
- Eagerness to learn and develop technical skills
- Strong organizational skills and consistent follow-through
- Ability to explain technical steps in clear, plain language
- Dependable team player
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