IT Support Specialist

Firebolt Group•Wixom, MI

12d•Onsite

About The Position

We are seeking a motivated IT Support Specialist to join our team in Wixom, Michigan. This is a hands-on, on-site role providing first-line technical support to approximately 65 employees across our office, manufacturing, and warehouse operations, including remote staff supported via remote management tools. The IT Support Specialist is the first responder for all support requests, owning the help desk queue end to end: logging, triaging, and resolving issues, and escalating to the Senior Systems Engineer with clear documentation when appropriate. Reporting to the VP of Technology and taking day-to-day direction from the Senior Systems Engineer, the ideal candidate will also own end-user hardware, employee onboarding and offboarding, and routine administration of the SaaS platforms core to our business functions. We value demonstrated aptitude, curiosity, and strong communication over years of experience: the successful candidate will be an eager problem solver, able to perform discovery, accurately diagnose issues, and clearly explain solutions to personnel of widely varying technical backgrounds. This role offers a defined growth path toward systems and network engineering under the mentorship of the Senior Systems Engineer. This role will require the successful applicant to work on-site at the Wixom, MI office during standard business hours.

Requirements

High School Diploma or GED (Required)
Act independently
Analyze situations
Attend to details
Communicate verbally
Communicate in writing
Concentrate
Empathize
Identify problems
Initiate
Manage pressure
Motivate self and others
Multi-task
Organize
Problem-solving
Detail oriented
Operate discretely
Think creatively
Actively listen to fully understand circumstances
Collaborate with others to maximize innovation and effectiveness
Communicate ideas, thoughts, knowledge, and information to foster clarity and engage others
Consider multiple costs and benefits when problem solving to arrive at most effective decision
Focus on details to reduce errors and increase efficiency
Manage time effectively to ensure all work is completed timely and effectively
Organize work to maximize productivity
Plan work projects to ensure efficiency
Resolve conflicts to facilitate goal achievement
Use empathy to understand the point of view of others
Respond effectively to sensitive inquiries or complaints
Resolve issues using conflict management skills
Manage multiple priorities and demands within established requirements
Exercise tact, discretion, and diplomacy
Write concise and clear documentation

Nice To Haves

Associate’s or Bachelor’s Degree in a technical field (Preferred)
CompTIA A+, Network+, or equivalent certification (Preferred)
Prior help desk or IT support experience is preferred; equivalent self-directed experience (home lab, hobbyist builds, volunteer or freelance work) will be considered.
Experience with any of the above platforms is ideal but not essential as training will be provided where necessary.

Responsibilities

Serve as the first point of contact for IT support requests across the organization.
Log, triage, and resolve tickets promptly, escalating complex issues to the Senior Systems Engineer with clear documentation of troubleshooting steps already taken.
Build, image, deploy, and repair workstations, laptops, monitors, printers, label printers, and peripherals for on-site and remote staff.
Maintain accurate hardware inventory and asset records, and facilitate upgrades or replacements as needed.
Provision user accounts, hardware, and software access for new hires; retrieve equipment and revoke access for departing employees in a timely and well-documented manner.
Under the direction of the Senior Systems Engineer, manage user accounts, licenses, and permissions across the SaaS platforms that support our business operations.
Create and maintain clear, concise documentation of IT systems, configurations, and procedures, including knowledge base articles and asset logs.
Provide patient, ongoing support and guidance to staff regarding IT-related matters.
Conduct ad hoc training sessions to enhance staff proficiency and drive adoption of company systems.
Assist the Senior Systems Engineer with maintenance of the building’s network, Wi-Fi, phone system, paging and overhead audio, CCTV, access control, and networked manufacturing equipment, including cable terminations and physical installations.
Support remote employees and off-site locations using remote management tools during standard business hours.
Respond to, log, and resolve help desk tickets; escalate when appropriate
Build, configure, and deploy workstations, peripherals, and mobile devices
Onboarding and offboarding of staff, both software and hardware
Maintenance of Hardware Log, purchasing and configuring new hardware as directed
Log and troubleshoot hardware and software errors, providing recommendation of solutions
Provide first-line support for phones, printers, label printers, and conference room AV
Assist the Senior Systems Engineer with network, server, and facility systems maintenance
Create and maintain clear documentation and knowledge base articles
Communicate systems changes effectively to the user base, providing training as needed on an ad hoc basis
All other duties assigned