Tier 1 IT Support Specialist - Southfield MI

Applied Innovation

Southfield (MI)

On-site

USD 42,000 - 65,000

Full time

2 days ago

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Benefits offered by this job

Medical, dental, and life insurance

Short-term disability

Paid vacation and holidays

Paid volunteer time

401(k) retirement plan with company 匹

Opportunities for professional growth

Job summary

Applied Innovation is a Michigan-based MSP seeking a Tier 1 IT Support Specialist to deliver exceptional client service by addressing and resolving technical issues across Windows, Mac, and Linux environments. The role emphasizes strong communication, ticketing discipline, and proactive troubleshooting.

The position is Monday through Friday, onsite from 8 AM to 5 PM, with a rotating on-call schedule about 2-3 times yearly after training. Relevant certifications are encouraged.

Qualifications

High School Diploma required.
2-year college degree in Networking, Computer Science, Information Systems, or related technical field OR approved certifications.
Experience in IT support or help desk is preferred but not required.
Client-facing technical support experience is a plus.

Responsibilities

Serve as the first point of contact for IT support requests via phone, email, and ticketing system.
Diagnose and resolve technical issues for clients.
Provide clear, professional communication to clients.
Follow established ticket procedures to research and implement solutions.
Escalate unresolved issues to appropriate IT resources and follow up with clients.

Skills

Customer service

Communication

Troubleshooting

Documentation

Networking basics

Education

2-year college degree in Networking/CS

CompTIA A+

CompTIA Network+

Microsoft Certified Professional (MCP)

Tools

Active Directory

Office 365

Exchange

DNS & DHCP

Job description

Applied Innovation is a Managed Service Provider (MSP) dedicated to delivering innovative and reliable technology solutions. Our IT Service team plays a crucial role in ensuring our clients have seamless access to the technology they need to succeed. Applied Innovation is seeking a Tier 1 IT Support Specialist to join our IT Service team. This role is focused on providing exceptional customer service to our technology clients by addressing, troubleshooting, and resolving technical issues in a professional and efficient manner. The ideal candidate is technically proficient, communicative, and committed to delivering amazing client experiences. This is a Monday to Friday onsite position from 8 AM - 5 PM role with a rotating on-call schedule once training is complete about 2-3 times per year.

Duties and Responsibilities:

Serve as the first point of contact for IT support requests via phone, email, and ticketing system.
Listen attentively to clients to identify and diagnose technical issues.
Provide clear, positive, and professional communication with clients.
Research and implement solutions according to established Ideal Ticket Procedures.
Route or escal… unresolved issues to appropriate IT resources.
Follow up with clients as needed to ensure issues are resolved satisfactorily.
Stay up to date on emerging software, hardware, and IT trends.
Manage time effectively under management oversight to ensure prompt resolution of issues.
Troubleshooting current workstation operating systems (Windows, Mac OS, Linux).
Supporting Microsoft Office applications, including Office 365.
Basic Active Directory administration.
On-premise Exchange support.
Configuring and troubleshooting web content filtering and anti-virus tools.
Managing DNS, DHCP, and network connectivity issues (wired and wireless).
Assisting with server administration and network storage devices.
Supporting phones and mobile devices.
Other duties as assigned.

Minimum Qualifications:

Strong customer service and communication skills.
Ability to troubleshoot and solve technical problems efficiently.
Basic knowledge of networking, operating systems, and common IT tools.
Ability to follow standard procedures and document work accurately.
Comfortable working in a fast-paced, client-focused environment.
Understanding and alignment with the organization’s core values

Education/License/Experience Requirements:

High School Diploma required.
Previous experience in IT support or help desk environment is preferred but not required.
Experience with client-facing technical support is a plus.
Minimum of a 2-year college degree in Networking, Computer Science, Information Systems, or a related technical field or an approved certification below.

Certifications (in lieu of degree)