IT Support Specialist

Position: IT Support Specialist Location: Grand Rapids, MI (Hybrid)
Salary: $50,000-55,000
Benefits: Comprehensive health coverage, 401(k) with match, PTO, and additional employee benefits.

About the Role:

The IT Support Specialist serves as the primary point of contact for internal employees needing assistance with hardware, software, network access, security, printers, conference room technology, and general application support. Support requests may be received via phone, email, chat, walk‑ins, or the support portal, and all interactions must be properly logged and tracked. The specialist is responsible for diagnosing and resolving issues when possible, or escalating them appropriately. This role plays a key part in daily IT operations, contributes to internal documentation, and works closely with the broader technology team. It is an ideal position for someone who communicates clearly, enjoys troubleshooting, and thrives in a professional services environment.

Responsibilities of the IT Support Specialist:

• Act as the first point of contact for incoming technical support inquiries across all communication channels.

• Record, track, summarize, and close tickets within the ticketing system using established workflows.
• Monitor daily incident queues and follow up on outstanding issues to ensure timely resolution.
• Document solutions and contribute to internal knowledgebase improvements.
• Provide prompt, courteous, and professional support to end users.
• Utilize remote management tools for patching, scripting, and troubleshooting.
• Travel to additional office locations as needed to deliver on‑site support.
• Assist in onboarding and training new support team members and help educate staff on the ticketing system.
• Partner with IT team members on projects, upgrades, and ongoing operational initiatives.

Preferred Experience of the IT Support Specialist:

• Technical support background paired with customer service experience.

• Experience in a professional services or legal environment.

• Experience collaborating within a small department.

Bonus Experience of the IT Support Specialist:

• Proficiency with Windows operating systems, Chrome, Edge, and the Microsoft Office Suite.
  

• Solid understanding of computer hardware and peripherals, including printers, webcams, and keyboards.
• Ability to configure and troubleshoot basic technical settings (sound, video, display).
• Strong communication skills, professionalism, attention to detail, the ability to prioritize effectively, and a desire to continually learn.

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