Help Desk Technician, Level 1

Integra Testing Services, LLC

Level 1 Help Desk Technician supporting Microsoft 365 and Azure users for a multi-site organization. Troubleshooting endpoints, accounts, applications, hardware, and access issues in a hybrid environment.

Posted 8/13/2026full-timeMentor • Ohio • 🇺🇸 United StatesJunior💰 $55,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in troubleshooting Windows desktop and Microsoft 365 applications while providing exceptional customer service. Capable of managing support requests through ITSM platforms and effectively communicating technical information to users.

Highest-signal resume keywords

Windows 10/11 SupportMicrosoft 365 ApplicationsITSM PlatformsEntra ID (Azure AD)Customer Service Orientation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingSoftware InstallationDevice ConfigurationPassword ResetsAccount ManagementWorkstation ImagingPeripheral SetupBasic AV SetupTechnical DocumentationInventory Management

Soft Skills

Clear CommunicationCustomer-Focused AttitudeOrganizational SkillsEagerness to LearnTeam Player

Tools & Technologies

ServiceNowAteraFreshserviceITSM PlatformsMicrosoft TeamsOutlookSharePointOneDrive

Certifications & Qualifications

CompTIA A+MS-900AZ-900

Industry Keywords

Help Desk SupportTechnical SupportRemote SupportHybrid UsersOnboardingOffboarding

Tech Stack

Tools & technologies

AzureITSMServiceNow

About the role

Key responsibilities & impact

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 workstation setup, software installation, and device configuration
Escalate unresolved or complex issues to Tier 2 with detailed troubleshooting notes
Perform password resets and assist with MFA enrollment and sign-in issues
Process account, group, and license requests in Entra ID and Active Directory
Support onboarding and offboarding activities, including equipment setup and account activation
Assist users with shared drives, distribution lists, and mailboxes
Log, categorize, and track support requests in the ITSM platform
Follow standard operating procedures and knowledge base articles
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
Track hardware assets and assist with inventory and stock management
Support conference room AV setup and basic connectivity issues

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Hybrid work arrangement
Professional development through technical skills learning
Industry certifications or coursework such as CompTIA A+, MS-900, or AZ-900, or active pursuit of these credentials