Help Desk Technician, Level 1

Jobtailor

Mentor (OH)

On-site

USD 42,000 - 60,000

Full time

10 days ago

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Job summary

Jobtailor is seeking an entry-level IT Help Desk Specialist in Mentor, Ohio. You will serve as the front line for end users, resolving Windows and Microsoft 365 issues while guiding users through procedures and best practices.

You will also image and deploy workstations, manage accounts in Entra ID/AD, and support onboarding/offboarding, inventory, and AV setup. A customer-focused, patient, and proactive learner attitude is essential.

Qualifications

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

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 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

Skills

Customer service orientation

Clear communication

Organizational skills

Team player

Eagerness to learn

Education

High school diploma or equivalent

CompTIA A+

MS-900

AZ-900

Tools

ServiceNow

Atera

Freshservice

ITSM Platforms

Microsoft Teams

Outlook

SharePoint

OneDrive

Job description

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

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

Core Competencies

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.

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