Tier 2 IT Support Specialist - Grand Rapids MI

United States·Grand Rapidsmid

Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

Install, configure, and support customer IT environments, including user workstations, servers, and infrastructure devices. Troubleshoot, resolve,

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 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.