Client-First IT Support Technician (Hybrid)

Hungerford Technologies; Grand Rapids, Northern (MI, KY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) and retirement planning

Paid time off and holidays

Flexible hybrid work environment

Professional development

Job summary

Hungerford Technology is seeking an IT Support Technician in Grand Rapids, MI. You will be the first point of contact for managed services clients, troubleshooting tech issues and delivering exceptional customer service while maintaining strong client relationships.

Responsibilities include remote and on-site support, documenting resolutions, and collaborating with senior staff to ensure timely resolutions and high client satisfaction.

Qualifications

• 1+ years of IT support or help desk experience.
• Experience supporting Windows and Microsoft 365 applications.
• Experience using remote support tools in a client-facing setting.
• Strong communication and customer service focus.
• Ability to prioritize multiple requests in a fast-paced environment.
• Valid Michigan driver’s license and reliable transportation.

Responsibilities

• Respond to inbound client support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, network, and Microsoft 365 issues.
• Communicate clearly with clients and provide status updates.
• Document steps and interactions in the ticketing system.
• Escalate complex issues to senior team members with thorough context.
• Provide remote support and travel to client sites as needed.
• Participate in after-hours maintenance and support engagements.

Skills

IT support

Windows OS

Microsoft 365

Remote support tools

Customer service mindset

Communication

Problem solving

Driver's license

Tools

Ticketing systems

MSP environment

Job description

Hungerford Technology is seeking an IT Support Technician in Grand Rapids, MI. You will be the first point of contact for managed services clients, troubleshooting tech issues and delivering exceptional customer service while maintaining strong client relationships.

Responsibilities include remote and on-site support, documenting resolutions, and collaborating with senior staff to ensure timely resolutions and high client satisfaction.