Tier 1 IT Support Specialist - Grand Rapids MI

Job Description

Job Description

Applied Innovation is a Managed Service Provider (MSP) dedicated to delivering innovative and reliable technology solutions. Our IT Service team plays a crucial role in ensuring our clients have seamless access to the technology they need to succeed. Applied Innovation is seeking a Tier 1 IT Support Specialist to join our IT Service team. This role is focused on providing exceptional customer service to our technology clients by addressing, troubleshooting, and resolving technical issues in a professional and efficient manner. The ideal candidate is technically proficient, communicative, and committed to delivering amazing client experiences. This is a Monday to Friday onsite position from 8 AM - 5 PM role with a rotating on-call schedule once training is complete about 2-3 times per year.

Duties and Responsibilities:

• Serve as the first point of contact for IT support requests via phone, email, and ticketing system.
• Listen attentively to clients to identify and diagnose technical issues.
• Provide clear, positive, and professional communication with clients.
• Research and implement solutions according to established Ideal Ticket Procedures.
• Route or escalate unresolved issues to appropriate IT resources.
• Follow up with clients as needed to ensure issues are resolved satisfactorily.
• Stay up to date on emerging software, hardware, and IT trends.
• Manage time effectively under management oversight to ensure prompt resolution of issues.
• Troubleshooting current workstation operating systems (Windows, Mac OS, Linux).
• Supporting Microsoft Office applications, including Office 365.
• Basic Active Directory administration.
• On-premise Exchange support.
• Configuring and troubleshooting web content filtering and anti-virus tools.
• Managing DNS, DHCP, and network connectivity issues (wired and wireless).
• Assisting with server administration and network storage devices.
• Supporting phones and mobile devices.
• Other duties as assigned.

Minimum Qualifications:
To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

• Strong customer service and communication skills.
• Ability to troubleshoot and solve technical problems efficiently.
• Basic knowledge of networking, operating systems, and common IT tools.
• Ability to follow standard procedures and document work accurately.
• Comfortable working in a fast-paced, client-focused environment.
• Understanding and alignment with the organization’s core values

Education/License/Experience Requirements:

• High School Diploma required.
• Previous experience in IT support or help desk environment is preferred but not required.
• Experience with client-facing technical support is a plus.
• Minimum of a 2-year college degree in Networking, Computer Science, Information Systems, or a related technical field or an approved certification below.

Certifications (in lieu of degree):

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Professional (MCP)
• Other relevant IT certifications

Why Applied Innovation?

We offer a comprehensive benefits package, including:

• Medical, dental, and life insurance on the 31st day of employment.
• Short-term disability.
• Paid vacation and holidays.
• Paid volunteer time.
• Onsite Fitness Center
• 401(k) retirement plan with company match program.
• Opportunities for professional growth and advancement

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