IT Support Specialist (Full-Time)

Gryphon Place•Oshtemo Charter Township, MI

2d•Hybrid

About The Position

The IT Support Specialist provides frontline technical support for organizational hardware, software, systems, and user accounts. This role is responsible for supporting staff technology needs, troubleshooting technical issues, maintaining devices and user access, assisting with onboarding/offboarding, and ensuring timely response to support requests in a fast-paced 24/7 operational environment. The IT Support Specialist works closely with internal staff, leadership, and external managed service providers (MSP) to ensure secure, reliable, and efficient technology operations throughout the organization.

Requirements

Associate degree in Information Technology, Computer Science, or related field preferred.
Equivalent combination of education, certifications, and experience may be considered.
Minimum of 2 years of IT support or help desk experience preferred.
Experience supporting Windows operating systems, Microsoft 365, and endpoint devices required.
Experience with Zoho Applications – Flow, Desk, and Assist
Experience with identity management platforms such as JumpCloud preferred.
Experience in healthcare, nonprofit, behavioral health, or highly regulated environments preferred.
Strong troubleshooting and problem-solving skills.
Excellent customer service and communication skills.
Ability to explain technical concepts to non-technical users.
Knowledge of: Windows operating systems, Microsoft 365, networking basics, mobile device support, endpoint management, cybersecurity best practices.
Ability to prioritize tasks and manage multiple support requests simultaneously.
Ability to maintain confidentiality and professionalism.
Ability to work independently and collaboratively within a team environment.

Nice To Haves

Associate degree in Information Technology, Computer Science, or related field
Experience with identity management platforms such as JumpCloud
Experience in healthcare, nonprofit, behavioral health, or highly regulated environments
CompTIA A+
CompTIA Network+
Microsoft Fundamentals Certifications
ITIL Foundation
Google IT Support Certification

Responsibilities

Provide Tier 1 and Tier 2 technical support to employees across the organization.
Respond to help desk tickets, phone calls, emails, and walk-up support requests.
Troubleshoot hardware, software, connectivity, printer, and mobile device issues.
Escalate complex technical issues to senior IT staff or MSP partners as appropriate.
Support staff in both onsite and remote work environments.
Manage employee accounts and permissions through platforms such as JumpCloud, Microsoft 365, Google Workspace, and related systems.
Configure, deploy, maintain, and troubleshoot desktops, laptops, tablets, and mobile devices.
Perform employee onboarding and offboarding including: device setup, account provisioning, MFA configuration, access management, equipment recovery.
Assist with maintaining organizational systems, applications, and technology infrastructure.
Monitor system alerts, endpoint health, and support requests.
Support software installations, upgrades, and patch management.
Maintain inventory of IT assets and technology equipment.
Follow organizational cybersecurity policies and procedures.
Assist with endpoint protection, password management, MFA support, and security awareness initiatives.
Identify and report potential cybersecurity risks or incidents.
Support compliance with HIPAA, confidentiality, and data security requirements.
Maintain accurate documentation of support tickets, procedures, and inventory records.
Develop and update user guides and technical documentation.
Provide basic technology training and support to employees.
Participate in rotating on-call support schedules as required.
Assist with after-hours and emergency technical support needs.
Support operational continuity during outages or critical incidents.