IT Support Technician - Managed Services

Iserv•Grand Rapids, MI

5d•Hybrid

About The Position

IT Support Technician – Tier I (AI-Integrated) Company Overview At iServ , a leading Managed Services Provider (MSP), we deliver innovative IT solutions by leveraging cutting-edge technologies—including AI-driven tools—to enhance efficiency, security, and customer experiences. We are seeking "frontline heroes" who are excited about the intersection of traditional IT support and the future of AI automation. Learn more about our mission at www.iservworks.com . Position Summary The IT Support Technician – Tier I is an experienced IT generalist and a dedicated fixer—not a ticket taker. You will provide high-quality technical support with a strong emphasis on first-call resolution. This role is ideal for a problem-solver who is eager to integrate emerging technologies like AI-assisted diagnostics, chatbots, and automation into everyday workflows to drive innovation and client satisfaction.

Requirements

OS Support: 2+ years of experience supporting Windows 10/11 and Microsoft 365 in business environments.
Networking: Strong understanding of TCP/IP fundamentals (DNS, DHCP) and basic network optimization.
System Admin: Proficiency in Microsoft Exchange administration and Windows system management tools.
Security: Familiarity with antivirus, malware protection, and interest in AI-based security technologies.
AI Enthusiasm: A process-driven approach to troubleshooting with an interest in ChatGPT, Copilot, or custom AI scripts for IT tasks.
Soft Skills: Performance-driven accountability with excellent interpersonal and written communication skills.
Experience: Minimum 2+ years in IT infrastructure support (MSP environment preferred).
Mobility: Valid Driver’s License and a reliable personal vehicle (for occasional onsite visits).
Remote Setup: Reliable high-speed internet and a dedicated, professional home office workspace.

Nice To Haves

Certifications (One or more preferred): CompTIA A+, Network+, or Security+
Microsoft Certified (Azure Fundamentals or MS-900)
AI-related certifications (Google AI Essentials or Microsoft AI-900) are a significant plus.

Responsibilities

Proactive Problem Solving: Deliver exceptional technical support focused on first-call resolution. Incorporate AI tools (e.g., generative AI or automated scripting) to enhance troubleshooting efficiency.
Tiered Support & Escalation: Participate in a tiered structure, managing vendor escalations while exploring AI-driven solutions for complex issues.
Monitoring & Management: Perform recurring tasks using AI-powered analytics to proactively identify and resolve potential system events before they impact the client.
Security-First Mindset: Configure and troubleshoot systems with an eye toward AI-enhanced threat detection, patch management, and predictive security.
Communication: Deliver timely, professional updates to clients and internal teams, utilizing AI-assisted communication tools for streamlined reporting.
Hybrid Flexibility & "Smart Hands": While primarily working in a remote capacity, you will occasionally work onsite at customer locations to install firewalls, switches, and access points, or act as "Smart Hands" for remote engineers.
Innovation Projects: Contribute to special projects, such as piloting new AI features within our support ecosystem.