Tier 2 IT Support Specialist - Southfield MI

Applied Innovation • Southfield, MI

16h • Onsite

About The Position

Applied Innovation is a Managed Service Provider (MSP) seeking a Tier 2 IT Support Specialist to join its IT Service team. The role provides customer service and technical support to clients by addressing, troubleshooting, and resolving technology issues professionally and efficiently. The position is onsite in Southfield, Michigan, Monday through Friday, 8:00 AM to 5:00 PM. After training, the specialist participates in a rotating on-call schedule approximately 2–3 times per year.

Requirements

• High school diploma.
• At least 3 years of experience in an IT support or help desk environment.
• Valid driver's license with a clean driving record and no DUIs in the past 5 years.
• 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.
• Comfort working in a fast-paced, client-focused environment.
• Understanding of and alignment with the organization's core values.

Nice To Haves

• MSP experience.
• CompTIA A+, CompTIA Network+, Microsoft Certified Professional (MCP), or other relevant certifications.
• Experience with Cisco Meraki environments.
• Experience with the ConnectWise suite.

Responsibilities

• Install, configure, and support customer IT environments, including user workstations, servers, and infrastructure devices.
• Troubleshoot, resolve, and escalate technical issues as needed to ensure timely resolution.
• Maintain and update client documentation within the document retention system.
• Identify opportunities for process improvements and recommend procedural enhancements.
• Respond to and support customer phone calls as required.
• Provide guidance, mentorship, and technical support to Tier 1 IT Technicians.
• Support and maintain Windows PC, macOS, and server operating system environments.
• Demonstrate working knowledge of Microsoft Office applications, including Microsoft 365, Outlook, Excel, and Word.
• Administer and manage Microsoft 365 environments.
• Perform Active Directory administration and support on-premises Exchange environments.
• Manage web content filtering, antivirus, and endpoint protection tools.
• Support DNS, DHCP, and wired and wireless network connectivity.
• Assist with server administration and network-attached storage devices.
• Support and maintain cloud-based VoIP systems.
• Deliver excellent customer service and end-user support.
• Maintain professionalism, dependability, organization, and attention to detail while managing multiple tasks.
• Quickly learn, understand, and manage new IT systems and technologies.
• Demonstrate flexibility and problem-solving skills.
• Perform other duties as assigned.

Benefits

• Competitive pay.
• Paid holidays.
• PTO.
• One personal holiday.
• Comprehensive benefits package, including medical, dental, and life insurance, and short-term disability coverage.
• 401(k) plan with company match.
• Opportunities for career growth and advancement within a growing, family-owned business.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED