Intermediate IT Support Specialist - South Bend IN

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 an Intermediate IT Support Specialist to join our IT Service team. This role is primarily focused on serving as the first point of contact for our technology clients, addressing, troubleshooting, and resolving technical issues in a professional and efficient manner while also performing more advanced, Tier 2–level onsite support work. The position is structured as approximately 70% Tier 1 (first-touch support) and 30% Tier 2 responsibilities, with an onsite component. Over time, as the successful candidate builds experience and technical proficiency, this role is expected to grow into a full Tier 2 IT Support Specialist position. The ideal candidate is technically proficient, communicative, and committed to delivering amazing client experiences.

This is a Monday to Friday onsite position from 7 AM – 4 PM 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 elevate unresolved issues to appropriate IT resources.
• Follow up with clients as needed to ensure issues are resolved satisfactorily.
• Troubleshoot current workstation operating systems (Windows, Mac OS, Linux).
• Support Microsoft Office applications, including Microsoft 365, Outlook, Excel, and Word.
• Manage DNS, DHCP, and network connectivity issues (wired and wireless).
• Support phones and mobile devices.
• Stay up to date on emerging software, hardware, and IT trends.
• Install, configure, and support customer IT environments, including user workstations, servers, and infrastructure devices, with onsite work as needed.
• Perform basic Active Directory administration and support on-premises Exchange environments.
• Assist with server administration and network-attached storage devices.
• Configure and troubleshoot web content filtering, antivirus, and endpoint protection tools.
• Maintain and update client documentation within the document retention system.
• Support and maintain cloud-based VoIP systems.
• Identify opportunities for process improvements and recommend procedural enhancements.
• Experience with Cisco Meraki environments and the ConnectWise suite is a plus.
• Take on increasing Tier 2–level responsibilities over time as skills and experience develop.
• 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 an IT support, help desk, or client-facing technical support environment is preferred.
• Valid Driver’s License with a clean driving record (no DUIs in the past 5 years).
• MSP experience is advantageous.
• Minimum of a 2-year college degree in Networking, Computer Science, Information Systems, or related technical field, or one of the following approved certifications below.
• Certifications (in lieu of degree):
  • CompTIA A+
  • CompTIA Network+
  • Microsoft Certified Professional (MCP)
  • Other relevant IT certifications
• Experience with Cisco Meraki environments is preferred.
• Experience with the ConnectWise suite is highly preferred.

What We Offer

• Competitive pay.
• Paid holidays, PTO, plus 1 personal holiday.
• Comprehensive benefits package, including medical, dental, and life insurance, as well as short-term disability coverage.
• 401(k) plan with company match.
• Opportunities for career growth and advancement within a growing, family-owned business.