Level 1 Help Desk

Job Title: Level 1 Help Desk Technician

Location: Hybrid  Dublin, OH 
Employment Type: Full-Time / Contract-to-Hire
Department: IT Support Services

About the Role

We are seeking a Level 1 Help Desk Technician to provide frontline technical support in a Microsoft-centric environment. This role is ideal for someone who enjoys solving day-to-day IT issues, supporting end users, and keeping systems running smoothly. You’ll work with Windows desktops, Microsoft 365, basic networking, and common enterprise tools while escalating complex issues to Tier 2/3 teams.

What You’ll Do

• Provide first-line support for hardware, software, and user access issues.

• Troubleshoot and resolve problems with Windows 10/11, Microsoft 365, Outlook, Teams, and OneDrive.

• Assist with account provisioning, password resets, and user access in Azure AD / Active Directory.

• Support desktops, laptops, printers, and mobile devices.

• Document issues, solutions, and steps taken using the organization’s ticketing system.

• Perform basic troubleshooting of network connectivity and VPN access.

• Install and configure software, updates, and security patches.

• Escalate unresolved issues to senior support or engineering teams.

• Provide excellent customer service and communicate clearly with technical and non-technical users.

Required Experience

• 1–2 years of IT support experience (internships, part-time, or full-time all count).

• Working knowledge of:

  • Windows OS (10/11)

  • Microsoft 365 (Outlook, Teams, OneDrive)

  • Azure Active Directory / Active Directory basics

• Experience troubleshooting desktops, laptops, printers, and common peripherals.

• Understanding of basic networking concepts (IP, DNS, Wi-Fi, VPN).

• Strong communication, customer service, and documentation skills.

Preferred Experience

• Experience with Microsoft Intune or other MDM tools.

• Ticketing systems (ServiceNow, Freshservice, Zendesk, Jira, etc.).

• Basic PowerShell familiarity.

• Exposure to SCCM, Autopilot, or imaging tools.

• A+ or Microsoft certification (MD-100/MD-101) is a plus.

Who Succeeds Here

• Techs who enjoy helping users and solving everyday issues with a positive attitude.

• Quick learners eager to grow into more advanced roles (Tier 2, SysAdmin, Cloud support, etc.).

• Strong communicators who can keep users calm, informed, and productive.

• Detail-oriented support pros who document well and follow process.