Tier 1 IT Support Specialist - Grand Rapids MI

United States·Grand Rapidsmid

Customer Support SpecialistCustomer

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Quick Summary

Key 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,

Requirements Summary

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,

Technical Tools

Customer Support SpecialistCustomer

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.