IT Support Technician

Hungerford; Grand Rapids (MI); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid time off

Holidays

Hybrid work

Career development

Team events

Community involvement

Job summary

Hungerford Technology, a West Michigan MSP, is seeking an IT Support Technician in Grand Rapids to serve as the first point of contact for client issues. You’ll troubleshoot hardware, software, and network problems, delivering timely resolutions with strong customer service and clear communication.

Role involves remote support, occasional on-site visits, and after-hours maintenance as needed. A valid Michigan driver’s license is required, with hybrid work options available.

Qualifications

• 1+ year of IT support or help desk experience.
• Experience with Windows operating systems (incl. troubleshooting).
• Experience supporting Microsoft 365 apps and services.
• Experience using remote support tools in client-facing settings.
• Strong verbal and written communication with a customer-service mindset.

Responsibilities

• Respond to inbound client support requests via phone, email, chat, and tickets.
• Troubleshoot and resolve hardware, software, network, and M365 issues within service standards.
• Communicate clearly with clients, provide status updates, and set expectations.
• Document troubleshooting steps and resolutions in the ticketing system.
• Escalate complex issues to senior team members with proper documentation.
• Provide remote support and travel to client sites as needed.
• Participate in occasional after-hours maintenance and support engagements.

Skills

IT support experience

Windows OS

Microsoft 365

Remote support tools

Customer service

Time management

Problem solving

Valid 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.

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.