Information Technology Support Specialist

Impact Employment Solutions; Detroit (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

Impact Employment Solutions seeks a customer-focused Tier 1 IT Support Technician to provide frontline help desk support across our production environment, end-user desktops, and hardware infrastructure. This on-site Detroit role requires overnight and weekend coverage to sustain 24/7 operations, with a focus on timely problem resolution and clear communication.

You will log incidents, escalate when needed, and document resolutions to SLAs.

Qualifications

• High school diploma or equivalent; associate's degree in IT preferred.
• 1+ years of experience in a help desk, service desk, or Tier 1 IT support role.
• Working knowledge of Windows 10/11, Microsoft 365, Active Directory, and common business applications.
• Familiarity with ITSM ticketing platforms (e.g., ServiceNow, Jira Service Management, Freshservice).
• Solid understanding of PC hardware and basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Excellent customer service and communication skills, with ability to explain technical concepts clearly to non-technical users.
• Reliable attendance and a firm commitment to the posted shift schedule, including overnight hours.

Responsibilities

• Serve as the first point of contact for end users via phone, email, ticketing system, and chat; log, triage, and resolve or escalate incidents in line with SLAs.
• Provide production application support: monitor critical business applications, respond to alerts, perform health checks, and coordinate with on-call Tier 2/3 staff for escalations.
• Troubleshoot PC and desktop issues across Windows (and Mac, where applicable), including OS errors, software install/config, profile issues, network connectivity, VPN, printing, and Microsoft 365.
• Diagnose and resolve hardware issues on desktops, laptops, peripherals, monitors, docking stations, and basic networking equipment; coordinate replacements, RMAs, and asset tracking.
• Manage user accounts, password resets, group memberships, and access requests via Active Directory, Entra ID, and related identity tools.
• Document interactions, troubleshooting steps, and resolutions thoroughly in the ticketing system; contribute to and maintain the internal knowledge base.
• Follow established runbooks for after-hours incidents and ensure clean shift handoff to day-shift staff.

Skills

Customer service

Communication

Troubleshooting

Time management

Education

High school diploma or equivalent

Associates degree in IT

Tools

ServiceNow

Jira Service Management

Freshservice

Active Directory

Job description

Position Summary

Our client is seeking a customer-focused Tier 1 IT Support Technician to provide first-line technical support across our production environment, end-user desktops, and hardware infrastructure. This role is critical to maintaining 24/7 operational coverage during weekend and overnight hours, ensuring users and production systems remain fully supported when business-hours staff are unavailable. The ideal candidate combines strong troubleshooting fundamentals with exceptional communication skills and a calm, solutions-oriented demeanor under pressure.

Key Responsibilities

• Serve as the first point of contact for end users via phone, email, ticketing system, and chat; log, triage, and resolve or escalate incidents in line with SLAs.
• Provide production application support: monitor critical business applications, respond to alerts, perform health checks, and coordinate with on-call Tier 2/3 staff for escalations.
• Troubleshoot PC and desktop issues across Windows (and Mac, where applicable), including OS errors, software install/config, profile issues, network connectivity, VPN, printing, and Microsoft 365.
• Diagnose and resolve hardware issues on desktops, laptops, peripherals, monitors, docking stations, and basic networking equipment; coordinate replacements, RMAs, and asset tracking.
• Manage user accounts, password resets, group memberships, and access requests via Active Directory, Entra ID, and related identity tools.
• Document interactions, troubleshooting steps, and resolutions thoroughly in the ticketing system; contribute to and maintain the internal knowledge base.
• Follow established runbooks for after-hours incidents and ensure clean shift handoff to day-shift staff.

Required Qualifications

• High school diploma or equivalent; associate's degree in IT, Computer Science, or a related field preferred.
• 1+ years of experience in a help desk, service desk, or Tier 1 IT support role.
• Working knowledge of Windows 10/11, Microsoft 365, Active Directory, and common business applications.
• Familiarity with ITSM ticketing platforms (e.g., ServiceNow, Jira Service Management, Freshservice).
• Solid understanding of PC hardware and basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Excellent customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Reliable attendance and a firm commitment to the posted shift schedule, including overnight hours.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification.
• ITIL Foundation certification or familiarity with ITIL practices.
• Experience supporting production or business-critical applications in a 24/7 environment.

Work Environment & Physical Requirements

• On-site role; extended periods of sitting, computer use, and phone work.
• Ability to lift and move equipment up to 40 lbs (desktops, monitors, printers).
• Must be able to maintain alertness and performance during overnight shifts.