Onsite IT Support Pro - Path to Tier 2 at MSP

Applied Innovation; South Bend (IN); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive pay

Paid holidays, PTO, plus 1 personal

401(k) plan with company match

Comprehensive benefits package

Job summary

Applied Innovation in South Bend, Indiana, is seeking an Intermediate IT Support Specialist to be the first point of contact for client IT issues. You will troubleshoot, resolve, and escalate tickets while delivering professional client experiences on a rotating on-call schedule.

The role combines ~70% Tier 1 and ~30% Tier 2 work onsite, with growth toward a full Tier 2 IT Support Specialist as you gain experience. Monday–Friday, 7 AM–4 PM, training included.

Qualifications

• Strong customer service and communication skills.
• Ability to troubleshoot and solve technical problems efficiently.
• Basic knowledge of networking, operating systems, and IT tools.
• Willingness to document work accurately and follow procedures.

Responsibilities

• Serve as first point of contact for IT support via phone, email, and ticketing system.
• Diagnose and resolve technical issues or escalate to Tier 2 as needed.
• Provide clear, professional communication with clients.
• Assist with server administration and on-premises Exchange environments.
• Manage DNS, DHCP, and network connectivity issues.
• Support and maintain cloud-based VoIP systems and endpoints.
• Update client documentation in the retention system.
• Identify opportunities for process improvements and efficiencies.

Skills

Customer service

Communication

Troubleshooting

Networking basics

Documentation

Education

2-year college degree in Networking/CS/IS

Certifications (A+, Network+, MCP)

Tools

Cisco Meraki

ConnectWise

Windows OS

Mac OS

Linux

Job description

Applied Innovation in South Bend, Indiana, is seeking an Intermediate IT Support Specialist to be the first point of contact for client IT issues. You will troubleshoot, resolve, and escalate tickets while delivering professional client experiences on a rotating on-call schedule.

The role combines ~70% Tier 1 and ~30% Tier 2 work onsite, with growth toward a full Tier 2 IT Support Specialist as you gain experience. Monday–Friday, 7 AM–4 PM, training included.