Service Support Technician

Job Description

Job Description

Tier 1 Customer Support Specialist (Technical Support)

On-Site | Shift-Based Schedule

Full-Time | Contract-to-Hire Opportunity

Competitive Pay + 5% Shift Differential (2nd Shift)

We are hiring Tier 1 Customer Support Specialists to serve as the first point of contact for customers needing technical assistance. In this role, you’ll play a critical part in delivering a positive customer experience while helping resolve common technical issues related to internet services, devices, and connectivity.

This is an excellent opportunity for individuals looking to start or grow a career in IT support, networking, or technical customer service . You’ll receive structured training, hands-on experience, and the opportunity to develop real-world troubleshooting skills.

• First 60 days: Training on 1st shift
• After training: Transition to 2nd shift schedule
• 5% shift differential included for 2nd shift
• Must be flexible to work evenings, weekends, and holidays as needed

• Act as the primary point of contact for customer support via phone, email, and chat
• Troubleshoot and resolve common technical issues involving:
  • Routers, ONTs, and set-top boxes
  • Wi-Fi networks and access points
  • Smart TVs, streaming devices, and IoT devices
• Follow structured troubleshooting guides to resolve issues efficiently
• Document all interactions, updates, and resolutions in a ticketing system
• Escalate complex issues to Tier 2+ teams with clear, detailed documentation
• Ensure timely communication and follow-up throughout the ticket lifecycle
• Advocate for customers and deliver a high-quality support experience

• Strong customer service and communication skills (written & verbal)
• Ability to explain technical concepts in a clear and simple way
• Problem-solving mindset with the ability to adapt in real-time
• Comfortable working independently , especially in a second-shift environment
• Basic understanding of:
  • IP networking
  • Windows 10
  • Consumer tech (routers, streaming devices, smart TVs)
• Comfortable using computers, Microsoft Office, and learning new systems

• Previous experience in:
  • Technical support or help desk roles
  • Call center or customer service environments
  • IT, networking, or troubleshooting roles
• Familiarity with:
  • Ticketing systems or CRM platforms
  • Tools used for diagnosing connectivity issues

• Technical Troubleshooting
• Customer Support & Communication
• Networking Basics (IP, Wi-Fi)
• Ticketing Systems / CRM
• Device Support (Smart TVs, Streaming, Routers)

✅ Entry-level friendly with structured training program

✅ Clear path into IT support, networking, or Tier 2 roles

✅ Gain hands-on experience with real-world technical issues

✅ Build both technical and customer-facing skills

✅ Additional pay incentive with shift differential

• Entry-level candidates looking to break into IT or technical support
• Customer service professionals with an interest in technology
• Individuals who enjoy problem-solving and helping others
• Candidates seeking a long-term career path in tech

If you’re ready to build a career in IT support and make an impact by helping customers every day, apply now and get started in a fast-growing field.

This is a Contract to Hire position based out of East Lansing, MI.

The pay range for this position is $22.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in East Lansing,MI.

This position is anticipated to close on Jun 25, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.