Help Desk Analyst

Integra Connect Careers; Fairlawn (OH); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Paid Time Off

401k with employer match

Paid Holidays and Floating Holiday

Job summary

Integra Connect Careers is seeking a Help Desk Analyst in Akron, OH for hybrid in-office work from 8am–5pm, Monday through Friday, with weekend on-call rotation every few months. You will triage IT issues, provide front-line end-user support, and escalate complex problems as needed.

Qualifications include 2–3 years in a Help Desk role, a BS/BA in IT or related field, and strong knowledge of Microsoft Office.

Qualifications

• 2-3 years of Help Desk experience or other customer supporting responsibilities.
• BS/BA in IT, CS, or similar field.
• Knowledge of Microsoft applications (Office, email).
• Solid understanding of computer systems, mobile devices, and other end-user technologies.
• Ability to diagnose and resolve basic technical issues with limited to no assistance.
• Strong communication skills.
• Customer oriented.
• Ability to work in a fast-paced environment.

Responsibilities

• Provide technical support for end users primarily over the phone, remote access, or email.
• Triage issues and escalate to other team members as needed.
• Create and maintain training materials and knowledge base articles.
• Maintain Help Desk coverage; on-call rotation for weekend support.

Skills

Customer service

Tech troubleshooting

Phone support

Remote support

Education

BS/BA in IT, CS, or similar field

Tools

Microsoft Office

ITSM knowledgebase

Remote desktop

Job description

The Help Desk Analyst is responsible for working with end users (employees or contractors) to triage and escalate IT-related issues or requests. This role is the front-line support for IT, solving end-user issues and escalating work to other groups for more in-depth troubleshooting.Responsibilities:Provide technical support for end users (employees, contractors, and sometimes customers) as it relates to corporate IT solutions and equipment.Provide technical support primarily over the phone, remote access or email.Triage issues and solve or escalate them as needed to other team members.Solicit approvals for access requests.Create and maintain training materials and how-to documents as knowledge base articles in the ITSM.Maintain Help Desk coverage and ensure others are available in their absence.On call rotation for weekend support; currently once every 2-3 months.This is a hybrid position in Akron, OH. You must be able to work 8am-5pm in office three days a week.Qualifications:2-3 years of Help Desk experience or other customer supporting responsibilities.BS/BA in IT, CS, or similar field.Knowledge of Microsoft applications (i.e. Office, email).Solid understanding of computer systems, mobile devices, and other end-user technologies.Ability to diagnose and resolve basic technical issues with limited to no assistance.Strong communication skills.Customer oriented.Ability to work in a fast-paced environment.Physical Requirements/ Working Conditions:Seated 6-8 hours per day.Effectively utilize keyboard and phone/headset.Benefits:Integra Connect, LLC provides a comprehensive benefits planMedical/Dental/Vision Insurance beginning the 1st of the month following your date of hirePaid Time Off401k with employer matchPaid Holidays and Floating HolidayEqual Opportunity EmployerPlease note that the deadline for submitting applications is October 31, 2026. All applications must be received by this date to be considered.