Customer-Facing IT Support Desk Engineer (Tier 1/2)

Priority Dispatch Corp.; Grand Rapids (MI); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Vista IT Group in Grand Rapids, MI is seeking a Support Desk Engineer to provide Tier 1 technical support and some Tier 2 escalation. You will assist with hardware builds and configuration of servers, storage, and networking for Vista customers.

The role requires hands-on IT experience, strong customer focus, and the ability to work with vendors and internal teams in a fast-paced MSP setting. On-site work in Grand Rapids is expected.

Qualifications

• Minimum 1 year IT experience for Tier 1 support.
• 3 years MSP-specific experience with Tier 2 proficiency.
• Industry certifications such as A+, Network+, Server+, Storage+ preferred.

Responsibilities

• Field Tier 1 and some Tier 2 support requests.
• Assist with building, configuring, testing, and QA of server/storage/networking systems.
• Maintain cleanliness and organization in technical areas and warehouse.
• Support order fulfillment operations when necessary.
• Collaborate with vendor resources and internal teams to resolve issues.
• Accurately track daily work hours and document work performed.

Skills

Customer support

Technical troubleshooting

Clear communication

Time management

Team collaboration

Education

Related IT degree

Industry certifications preferred

Tools

Windows OS

Active Directory

DNS

Azure

AWS

Office 365

Hyper-V

Job description

Vista IT Group in Grand Rapids, MI is seeking a Support Desk Engineer to provide Tier 1 technical support and some Tier 2 escalation. You will assist with hardware builds and configuration of servers, storage, and networking for Vista customers.

The role requires hands-on IT experience, strong customer focus, and the ability to work with vendors and internal teams in a fast-paced MSP setting. On-site work in Grand Rapids is expected.