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Applied Innovation
Tier 1 IT Support Specialist - Grand Rapids MIApplied Innovation • Grand Rapids, MI, US
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Tier 1 IT Support Specialist - Grand Rapids MI

Tier 1 IT Support Specialist - Grand Rapids MI

Applied Innovation • Grand Rapids, MI, US
30+ days ago
Job type
  • Full-time
  • Quick Apply
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 Powered by JazzHR
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Tier 1 IT Support Specialist - Grand Rapids MI • Grand Rapids, MI, US

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