IT Support Specialist
About The Position
As an IT Support Specialist, you’ll provide hands-on and remote support to employees with a wide range of technical needs and experience levels. You will be responsible for monitoring and responding to support tickets, working directly with team members to troubleshoot issues, and ensuring a smooth, efficient resolution process. As you grow in the role, you’ll deepen your understanding of our systems and become a trusted resource for day-to-day technical support. You’ll play a key role in onboarding and offboarding employees, including setting up new hire equipment and accounts, as well as ensuring proper system access and device returns during employee transitions. This position requires a strong ability to diagnose and resolve networking and hardware issues, along with a solid understanding of the Microsoft ecosystem.
Requirements
- At least 3 years of experience in a help desk/technical customer service role
- Must be legally authorized to work in the US without current or future need for visa sponsorship
- High School Diploma required
- Strong computer skills with the ability to navigate and become an expert on multiple applications and programs
- Excellent troubleshooting skills for end-user devices including computers, printers, and mobile devices in both on-site and remote environments.
- Ability to troubleshoot, diagnose, and resolve technical issues for employees
- Experience with ticketing systems (such as JSM, ServiceNow, Zendesk), including ticket triage, prioritization, SLA management and clear documentation of issues and resolutions
- Solid networking fundamentals with the ability to troubleshoot connectivity issues for both in-office and remote employees, including Wi-Fi connectivity and basic access point troubleshooting
- Strong experience administering Microsoft Office 365
- Proficiency in supporting Mac operating systems
- Experience with Intune App Management, or similar endpoint management tools
- Experience with onboarding/offboarding processes, including system access and equipment setup
- Strong analytical and listening skills with the ability to collect information by asking appropriate questions, analyzing the information, and providing resolution
- Excellent verbal and written communication skills (English). Verbal skills include the ability to communicate technical IT issues to staff of varying skill levels
- Must be a self-starter who can work independently and collaborate with a diverse set of people
- Must be able to work on multiple tasks simultaneously and be adaptable to changing priorities
- Must have a desire and drive to learn new technologies and embrace the concept of continuous improvement
- Must have a passion for providing a high-quality customer service experience
- Must be able to work in person at our Okemos, MI office; new employees are expected to come to the office every day, with the potential for hybrid work after the initial onboarding period ends
Nice To Haves
- Microsoft or other related IT certifications
Responsibilities
- Provide hands-on and remote support to employees with a wide range of technical needs and experience levels.
- Monitor and respond to support tickets.
- Work directly with team members to troubleshoot issues.
- Ensure a smooth, efficient resolution process.
- Deepen understanding of systems and become a trusted resource for day-to-day technical support.
- Play a key role in onboarding and offboarding employees, including setting up new hire equipment and accounts.
- Ensure proper system access and device returns during employee transitions.
- Diagnose and resolve networking and hardware issues.
- Support the Microsoft ecosystem.
Benefits
- Competitive salaries with bonus potential
- Three (3) weeks of paid vacation (prorated for first year)
- 40 days of paid sick time (prorated for first year)
- Paid parental leave
- Family building assistance (adoption & fertility treatment reimbursement, etc.)
- 401(k) with immediate employer match
- Workspace Customization Bonus
- Ongoing education and training reimbursement
- Employee recruiting incentives
- Monthly communication reimbursement
- Premium healthcare insurance, including medical, dental, and vision for individuals, families, and domestic partners
- Flexible Spending Accounts for dependent care and medical care
- Employer-paid group long-term disability and group life insurance
- Voluntary insurance options, such as pet, critical illness, AD&D, and life.
- Awesome co-workers!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
11-50 employees
