IT Support Technician

Socket.dev; Grand Rapids (MI); Hybrid; 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

Description

At Hungerford Technology, we help organizations across West Michigan leverage technology to operate more efficiently, securely, and effectively. As a managed services provider, we serve as a trusted technology partner for our clients, delivering responsive support, strategic guidance, and reliable IT solutions.

Our team values collaboration, work-life balance, accountability, and continuous learning. We believe strong client relationships are built through trust, responsiveness, and exceptional service, and every member of our team plays an important role in that success.

Your Impact

As an IT Support Technician, you will serve as the first point of contact for our managed services clients when technical issues arise. You'll help keep businesses running smoothly by troubleshooting and resolving technology challenges, providing exceptional customer service, and ensuring issues are addressed efficiently. Your ability to communicate clearly, solve problems, and build client relationships will directly contribute to the success of both our clients and our team.

How You Will Add Value

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

What We're Looking For

• One or more years of IT support, help desk, or technical support experience.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
• Experience using remote support tools and troubleshooting technical issues in a client-facing environment.
• Strong verbal and written communication skills with a customer service mindset.
• Ability to prioritize multiple requests and manage workload effectively in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Valid Michigan driver's license and reliable transportation.

Preferred Qualifications

• Experience working in a Managed Services Provider (MSP) environment.
• Experience with help desk ticketing systems.
• Technical certifications such as CompTIA A+, Network+, Microsoft certifications, or similar credentials.

What You Will Gain

• Immediate eligibility for medical, dental, and vision insurance
• 401(k) with employer contributions and retirement planning resources
• Generous paid time off, parental leave, and holidays
• Community involvement and volunteer opportunities
• Flexible hybrid work environment.
• Ongoing professional development and career growth opportunities.
• Frequent employee engagement activities and team events.
• A collaborative, supportive team culture that values your contributions and success.

Join Us

If you're passionate about technology, enjoy solving problems, and thrive in a client-focused environment, we'd love to connect with you. Join Hungerford Technology and become part of a team committed to delivering exceptional service while helping clients achieve their business goals through technology.