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# Help Desk Technician (Level 1)

- **Company:** Integra
- **Location:** Painesville, OH, United States
- **Experience:** Starter
- **Contract:** Internship / Graduate position
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Microsoft Outlook, System Configuration, Common Desktop Environments, Azure Active Directory, Microsoft SharePoint, Windows Desktop, Office365, Peripherals, Servicenow
- **Published:** November 4, 2026
- **Apply:** https://www.thejobnetwork.com/job/54b6c9ec-d468-4821-bae7-94c0a0fa7fa3/help-desk-technician-level-

## About the Role

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., * 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 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

Core Competencies

 * 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

## Description

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., 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 OneDrive
 * Assist with basic workstation setup, software installation, and device configuration
 * Escalate unresolved or complex issues to Tier 2 with clear, detailed troubleshooting notes

Identity and Access Support

 * 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

Ticketing and Documentation

 * 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

Hardware and Asset Support

 * 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