Help Desk Analyst

Integra Connect Careers is seeking a Help Desk Analyst to support end users with day-to-day IT issues and service requests in a hybrid setup based in Fairlawn, OH. This front-line role focuses on triaging problems, resolving common technical concerns, and escalating or coordinating further troubleshooting when an issue goes beyond first-pass support.

The position combines phone, remote access, and email support, along with documentation and knowledge base contributions to help the team maintain consistent service. Weekend coverage is handled through an on-call rotation on an infrequent schedule.

Role summary

• Provide front-line IT support by triaging and escalating IT issues or requests.
• Solve end-user problems and coordinate additional troubleshooting as needed.

Responsibilities

• Deliver technical support to end users (employees, contractors, and sometimes customers) related to corporate IT solutions and equipment.
• Support end users primarily via phone, remote access, or email.
• Triage incidents, resolve them when possible, or escalate to other team members as needed.
• 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 appropriate coverage when others are unavailable.
• Participate in a weekend support on-call rotation, currently once every 2-3 months.
• Hybrid work schedule: office-based requirements include the ability to work 8am-5pm and be on-site three days per week (referenced as Akron, OH).

Requirements

• 2-3 years of Help Desk experience or other customer-support 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 or no assistance.
• Strong communication skills with a customer-oriented approach.
• Ability to work in a fast-paced environment.

Technologies

• Microsoft applications (Office, email)
• ITSM
• Mobile devices

Compensation

• USD 60,000 - 68,000 per year

Benefits

• Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
• Paid Time Off
• 401k with employer match
• Paid Holidays and Floating Holiday

Working conditions

• Seated work for 6-8 hours per day.
• Ability to effectively utilize a keyboard and phone/headset.