Help Desk Technician (Level 1)

Integra Testing Services•Painesville, OH

1d•$55,000 - $65,000•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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 ServiceNow, Atera, Freshservice, or similar tools
Familiarity with Entra ID (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

Responsibilities

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 OneDrive
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 ID (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