Support Desk Engineer

Priority Dispatch Corp.; Grand Rapids (MI); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Vista IT Group in Grand Rapids, MI is seeking a Support Desk Engineer to provide Tier 1 technical support and some Tier 2 escalation. You will assist with hardware builds and configuration of servers, storage, and networking for Vista customers.

The role requires hands-on IT experience, strong customer focus, and the ability to work with vendors and internal teams in a fast-paced MSP setting. On-site work in Grand Rapids is expected.

Qualifications

• Minimum 1 year IT experience for Tier 1 support.
• 3 years MSP-specific experience with Tier 2 proficiency.
• Industry certifications such as A+, Network+, Server+, Storage+ preferred.

Responsibilities

• Field Tier 1 and some Tier 2 support requests.
• Assist with building, configuring, testing, and QA of server/storage/networking systems.
• Maintain cleanliness and organization in technical areas and warehouse.
• Support order fulfillment operations when necessary.
• Collaborate with vendor resources and internal teams to resolve issues.
• Accurately track daily work hours and document work performed.

Skills

Customer support

Technical troubleshooting

Clear communication

Time management

Team collaboration

Education

Related IT degree

Industry certifications preferred

Tools

Windows OS

Active Directory

DNS

Azure

AWS

Office 365

Hyper-V

Job description

Job Details

Job Location: Vista IT - Grand Rapids, MI 49512

Salary Range: $45,000.00 - $65,000.00 Salary/year

About Us

Since 1986, Vista IT Group has grown into one of the largest privately held national solutions providers in West Michigan. We offer our customers a flexible managed services business model that serves as a strategic complement to internally managed IT resources. Having deep roots in traditional data center infrastructure, our expertise makes us a strategic partner in traditional information technology supply chains. We also operate staging, integration, and logistics facilities that enable consistent, scalable deployments and lifecycle management.

Why Join Vista IT Group

Vista IT Group is a collaborative, growth-focused organization that values innovation, teamwork, and continuous improvement. Employees are encouraged to try new things, contribute ideas, and help improve processes in a fast-paced environment that is challenging, fun, and never dull.

Our work-hard, play-hard culture includes regular team-building activities, employee events, and opportunities to connect across the organization. Along with competitive compensation and benefits, Vista is committed to supporting employees in achieving their long-term professional goals.

Position Summary

The Support Desk Engineer provides customer-facing technical support through traditional break/fix and managed support services. This role fields customer calls and emails for Tier 1 support and some Tier 2 level support, escalating to higher-tier engineers when needed. The position also assists the technical department with hardware builds, testing, and configuration of server, storage, and networking systems for Vista customers.

Essential Responsibilities

Customer Technical Support

• Support customers through traditional break/fix and managed support services.
• Field customer calls and emails for Tier 1 support and provide some Tier 2 level support with escalation to higher-tier engineers when needed.
• Actively listen to and understand customer technical challenges.
• Manage customer satisfaction from a technical perspective and communicate technical information in a clear, customer-friendly manner.
• Support clients in an after-hours/on-call capacity as needed.

Systems Build, Configuration & Technical Operations

• Assist with building, configuring, testing, and quality assurance of server, storage, and networking systems for Vista customers.
• Assist the technical department with hardware builds and related configuration activities.
• Assist with maintaining cleanliness and organization in the technical area and warehouse.
• Support order fulfillment operations when necessary.

Managed Services, Vendor & Internal Collaboration

• Assist with the maintenance of managed services platforms.
• Work closely with vendor technical resources and sales support to solve technical and support issues.
• Collaborate effectively with other support engineers and internal teams to support customer needs.

Documentation, Professional Development & Work Tracking

• Accurately track and report daily work hours with consideration to set utilization goals.
• Maintain strong documentation and reporting practices.
• Achieve and maintain necessary certifications.
• Continue professional development and maintain knowledge of IT products and solutions.
• Perform other duties and special projects as assigned to support departmental and organizational objectives.

Supervision Received

Works under the direction of the Service Delivery Manager and Service & Project Coordinator. Performs assigned work using established procedures, technical resources, troubleshooting practices, and escalation channels to accomplish service and support objectives.

Supervisory Responsibilities

None.

Education & Experience

• Minimum of one (1) year of IT experience with proven technical acumen for Tier 1
• Minimum of three (3) years IT MSP specific experience with proven technical acumen for Tier 2
• Related degree or applicable industry certifications and work experience preferred.
• Industry certifications such as A+, Network+, Server+, Storage+, or similar preferred.

Candidates will have experience with some or all of the technologies outlined and will be evaluated on them.

• Windows 10/11, Windows Server, Active Directory, DNS, Office 365 and related apps, DHCP and virtualization.
• Routing and switching.
• Direct and network printing.
• Configuring and management of network devices including VLANs, routers, wired and wireless.
• Experience in imaging, deploying from images and maintaining base images.
• Cloud Platforms (Azure, AWS).

Other Knowledge, Skills & Abilities

• Exceptional communication, interpersonal, and customer service skills, including the ability to translate technical terms into non-technical language.
• Expertise with client device hardware such as laptops, desktops, SSDs, memory, and related components.
• Expertise with client mobile devices such as iPhone, iPad, and Android devices.
• Strong analytical, troubleshooting, organizational, documentation, and reporting skills.
• Ability to resolve hardware and software issues in a timely and professional manner.
• Flexible and adaptable in a fast-paced, dynamic environment.
• Ability to work collaboratively with other support engineers, vendor resources, sales support and internal departments.
• Organized with the ability to accurately track time worked on all tasks and projects using time management tools.

Core Competencies

• Analytical: Ability to gather information, troubleshoot issues, and process data into meaningful solutions.
• Autonomy: Ability to complete assigned tasks using self-direction while following established escalation procedures.
• Customer Focus: Commitment to providing positive customer experience and managing customer satisfaction from a technical perspective.
• Oral Communication: Ability to actively engage in conversations, communicate with clarity, and receive and process feedback.
• Written Communication: Ability to document work, report updates, and communicate clearly through written channels.
• Technology: Knowledge and ability to perform computer-related duties involving client systems, hardware, mobile devices, Microsoft applications, and basic infrastructure concepts.
• Problem Solving: Ability to diagnose and resolve hardware, software, and support issues using sound troubleshooting practices.
• Professional Development: Commitment to maintaining certifications and continuing knowledge of IT products and solutions.

Qualifications