Information Technology Support Specialist

Impact Employment Solutions; Detroit (MI); On-site; USD 52,000 - 76,000; Full time

Job summary

Impact Employment Solutions seeks a hands-on IT Support Specialist to be the first point of contact for IT across our office and warehouse sites. You’ll resolve routine requests quickly, image and configure devices, and keep asset records accurate to keep production moving.

You’ll handle end‑user computing, printers and scanners, account access, and basic application issues, with escalation to senior techs when needed.

Qualifications

• Associate's degree in IT or related field.
• 2–4 years IT support, service desk experience.
• Clear, respectful communication in plain language.

Responsibilities

• Log, prioritize, and resolve tickets at first contact.
• Image and configure new computers; troubleshoot OS and apps.
• Support barcode scanners, label printers, and other warehouse devices.
• Onboard/offboard users and manage access.

Skills

Communication

Ownership

Prioritization

Ticketing & Remote Support Tools

Education

Associate's degree in IT

Tools

Ticketing systems

Remote support tools

Job description

Why this role matters

You’ll be the first point of contact for IT across our client’s office and warehouse sites, which gives you a broad view of how the business actually runs. Decisions here get made quickly, there isn’t much red tape between you and the fix, and good ideas get implemented rather than filed away.

About Our Client

Our client, a tier 1 automotive supplier, runs office and warehouse operations across multiple sites, and IT sits underneath all of it. The team supports everything from warehouse scanners and label printers to the core operational systems the business depends on, and there is plenty being built along the way. That role is an excellent learning and growth opportunity for the right person.

The role in brief

You keep people productive by resolving common requests quickly, supporting the devices and applications their work depends on, keeping asset records accurate, and escalating cleanly when an issue needs deeper expertise. Warehouse floor outages come first, and you’ll own each ticket from first contact to close. Keeping production running is crucial.

What you’ll do

• Own the queue. Log, prioritize, and resolve requests at first contact where you can, keep users updated in plain language, and confirm the fix before closing.
• Support end user computing. Image and configure new computers, troubleshoot operating system and application issues, and handle desk setups, moves, and changes.
• Keep the warehouse moving. Set up and troubleshoot barcode scanners, handhelds, floor computers, and label printers, and support dock door technology.
• Cover the office. Support network printers, meeting rooms, and AV, including town halls and all-hands with remote participants.
• Run accounts and access. Password, unlock, and multifactor resets, plus onboarding and offboarding to the checklist.
• Provide first-level application support for core warehouse and transportation systems, email and collaboration tools, and basic connectivity.
• Manage assets and mobile devices from receipt to secure disposal, including provisioning corporate phones and handling lost or stolen device reports.
• Practice first-line security hygiene, spotting and reporting phishing and escalating suspected incidents immediately.
• Document as you go, with resolution notes, knowledge base articles, and short guides that help users help themselves.

The problems you’ll solve, and the calls that are yours

Most days mean deciding what matters most (a stalled warehouse floor beats a single-user issue), working out whether a fault is hardware, software, access, or connectivity, and noticing when repeat issues point to a training or process gap.

• Yours to decide: resets and unlocks, onboarding and offboarding, printer, label printer, and scanner setup, computer imaging, AV, mobile enrollment, secure wiping, and anything with a documented procedure.
• Escalate to senior techs\management: infrastructure faults, work that needs elevated access, and application issues that need configuration or backend changes.
• Flag to your lead: risk of a service level breach, major outages, suspected security issues, and requests outside the approved software or access list.

Your team and how we work

Day to day you’ll work with the Tier 1 Lead or Service Desk Manager and fellow technicians, sharing one queue and handing open tickets over cleanly between shifts. Tier 2 Support receives your escalations, and the Network & Systems Administration and Software Development teams are your route for infrastructure faults and application defects. You’ll also work regularly with warehouse and office operations, HR (onboarding and offboarding), Facilities, Procurement, and

IT Governance.

Collaboration here is practical. You act as local hands and eyes for and infrastructure teams, and a good escalation arrives with notes, steps taken, and screenshots so nobody has to start over.

Where this can lead

Ideally, you’re the base of the IT function, and the role is built to give you a wide foundation. Over your first one to two years you’ll gain hands-on exposure to warehouse technology, core business applications, identity and access, mobile device management, asset management, and security basics. Working alongside Tier 3 and infrastructure teams shows you how deeper issues get diagnosed. Technicians who show ownership and strong escalation quality are well placed to grow toward Tier 3 work as the team develops

What the role asks of you

• Education and certifications: Associate's degree in IT or a related field, or equivalent combination of education and experience.
• Knowledge and experience: 2 to 4 years in IT support, ideally including time at a service desk or Tier 1 level troubleshooting computers, peripherals, and common business applications; working with user accounts, access, and multifactor authentication; comfort with ticketing and remote support tools.
• Personal attributes: clear, respectful communication in plain language; ownership of work through to closure; sound prioritization when several things need you at once; care with records and documentation; a security-aware mindset.

Work conditions

Support runs across defined hours and warehouse shifts, with clean handover of open tickets between technicians. The work spans office and warehouse sites, using remote support tools where possible. Standing, sitting for periods of time as well as lifting up to 50 lbs. Also prefer you are comfortable with heights

Reviews and benefits

After your probation period, you’ll have a formal performance and development review, with ongoing check-ins after that. You’ll know what good looks like from the start: first contact resolution, responsiveness, escalation quality, user experience, asset accuracy, and documentation. Hearn offers a benefits package once probation is completed.