Help Desk Technician I - Microsoft 365 & Azure Support

Integra-Testing-Services; Mentor (OH); On-site; USD 38,000 - 54,000; Full time

Job summary

Integra-Testing-Services in Mentor, OH is seeking a Level 1 Help Desk Technician to be the first point of contact for end users in a Microsoft 365 and Azure-centric environment. You will respond to inbound requests, resolve common desktop, application, and account issues, and escalate complex problems to Tier 2 as needed.

Support is delivered remotely across multiple sites with on-site assistance when required; the role emphasizes a friendly, customer-first approach, systematic troubleshooting,

Qualifications

• 1–2 years of help desk or IT support experience.
• Basic understanding of Windows 10/11 and Microsoft 365 apps.
• Familiarity with desktop hardware, printers, and peripherals.
• Strong customer-service orientation with clear communication.
• Ability to follow documented procedures and escalate issues.

Responsibilities

• Serve as first point of contact for end users via phone, email, chat, and in person.
• Troubleshoot Windows desktop, laptop, printer, and peripheral issues.
• Provide first-line support for Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Assist with workstation setup, software installation, and device configuration.
• Log and track requests in ITSM; escalate complex issues to Tier 2 with notes.
• Assist with password resets, MFA enrollment, and Azure AD/Entra ID access.
• Support onboarding/offboarding, shared drives, and mailboxes access.
• Manage hardware imaging, asset tracking, and basic stock tasks.

Skills

Customer-service orientation

Communication skills

Troubleshooting fundamentals

Remote support

Team collaboration

Education

High school diploma or equivalent

Tools

ServiceNow

Atera

Freshservice

Entra ID (Azure AD)

Job description

Integra-Testing-Services in Mentor, OH is seeking a Level 1 Help Desk Technician to be the first point of contact for end users in a Microsoft 365 and Azure-centric environment. You will respond to inbound requests, resolve common desktop, application, and account issues, and escalate complex problems to Tier 2 as needed.

Support is delivered remotely across multiple sites with on-site assistance when required; the role emphasizes a friendly, customer-first approach, systematic troubleshooting,