Client-Focused IT Support Technician (Hybrid Role)

Socket.dev; Grand Rapids (MI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Job summary

Hungerford Technology is seeking an IT Support Technician to be the first point of contact for managed services clients. You will troubleshoot hardware, software, and network issues while delivering exceptional customer service and ensuring timely resolutions.

This role requires strong communication, problem-solving skills, and the ability to manage multiple requests in a fast-paced environment. A valid Michigan driver’s license is required, and occasional on-site support is expected.

Qualifications

• 1+ years in IT support or help desk.
• Experience with Windows and Microsoft 365.
• Experience using remote support tools in client-facing settings.
• Strong communication and customer service mindset.
• Ability to prioritize multiple requests in a fast-paced environment.
• Valid Michigan driver's license.

Responsibilities

• Respond to inbound client support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, network, and MS 365-related issues.
• Communicate clearly with clients, setting expectations and providing status updates.
• Document troubleshooting steps, resolutions, and client interactions in the ticketing system.
• Escalate complex issues to senior team members with documentation and context.
• Follow up with clients to confirm resolution and maintain high customer satisfaction.
• Provide remote support and travel to client sites for on-site assistance as needed.
• Participate in occasional after-hours maintenance and support engagements.

Skills

IT support

Windows OS

Microsoft 365

Remote support

Communication

Prioritization

Problem solving

Driver's license

Tools

Ticketing systems

Remote support tools

Job description

Hungerford Technology is seeking an IT Support Technician to be the first point of contact for managed services clients. You will troubleshoot hardware, software, and network issues while delivering exceptional customer service and ensuring timely resolutions.

This role requires strong communication, problem-solving skills, and the ability to manage multiple requests in a fast-paced environment. A valid Michigan driver’s license is required, and occasional on-site support is expected.