Tier 2 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 2 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:

• Install, configure, and support customer IT environments, including user workstations, servers, and infrastructure devices.
• Troubleshoot, resolve, and escalate technical issues as needed to ensure timely resolution.
• Maintain and update client documentation within the document retention system.
• Identify opportunities for process improvements and recommend procedural enhancements.
• Respond to and support customer phone calls as required.
• Provide guidance, mentorship, and technical support to Tier 1 IT Technicians.
• Support and maintain Windows PC, macOS, and server operating system environments.

• Demonstrate working knowledge of Microsoft Office applications, including Microsoft 365, Outlook, Excel, and Word.
• Administer and manage Microsoft 365 environments.
• Perform Active Directory administration and support on-premises Exchange environments.
• Manage web content filtering, antivirus and endpoint protection tools.
• Support DNS, DHCP, wired and wireless network connectivity.
• Assist with server administration and network-attached storage devices.
• Support and maintain cloud-based VoIP systems.
• Deliver excellent customer service and end-user support.
• Maintain a high level of professionalism, dependability, organization, and attention to detail while managing multiple tasks.
• Quickly learn, understand, and manage new IT systems and technologies.
• Demonstrate strong flexibility and problem-solving skills.
• Experience with Cisco Meraki environments, preferred.
• Experience with the ConnectWise suite, highly preferred.
• 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.
• Minimum of 3 years of experience in IT support or help desk environment.
• Valid Driver’s License with a clean driving record (no DUIs in the past 5 years).
• MSP experience is advantageous.
• CompTIA A+, CompTIA Network+, Microsoft Certified Professional (MCP), or other relevant certifications are strongly preferred.

What We Offer:

• Competitive pay.
• Paid holidays, PTO, plus 1 personal holiday.
• Onsite fitness center. 
• 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.

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