The Role
Provides Tier 1 technical support to clients through phone, email, and ticketing systems. Troubleshoots operating systems, Microsoft Office, Active Directory, Exchange, networking, DNS, DHCP, security tools, servers, storage, phones, and mobile devices. Documents issues, follows procedures, escalates unresolved problems, and follows up to ensure resolution. This is an onsite Monday-through-Friday role with rotating on-call coverage two to three times annually.
Summary Generated by Built In
Applied Innovation is a Managed Service Provider (MSP) dedicated to delivering innovative and reliable technology solutions. Our IT Service team plays a crucial role in ensuring our clients have seamless access to the technology they need to succeed. Applied Innovation is seeking a Tier 1 IT Support Specialist to join our IT Service team. This role is focused on providing exceptional customer service to our technology clients by addressing, troubleshooting, and resolving technical issues in a professional and efficient manner. The ideal candidate is technically proficient, communicative, and committed to delivering amazing client experiences. This is a Monday to Friday onsite position from 8 AM - 5 PM role with a rotating on-call schedule once training is complete about 2-3 times per year.
Duties and Responsibilities:
Minimum Qualifications:
To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
Education/License/Experience Requirements:
Duties and Responsibilities:
- Serve as the first point of contact for IT support requests via phone, email, and ticketing system.
- Listen attentively to clients to identify and diagnose technical issues.
- Provide clear, positive, and professional communication with clients.
- Research and implement solutions according to established Ideal Ticket Procedures.
- Route or escalate unresolved issues to appropriate IT resources.
- Follow up with clients as needed to ensure issues are resolved satisfactorily.
- Stay up to date on emerging software, hardware, and IT trends.
- Manage time effectively under management oversight to ensure prompt resolution of issues.
- Troubleshooting current workstation operating systems (Windows, Mac OS, Linux).
- Supporting Microsoft Office applications, including Office 365.
- Basic Active Directory administration.
- On-premise Exchange support.
- Configuring and troubleshooting web content filtering and anti-virus tools.
- Managing DNS, DHCP, and network connectivity issues (wired and wireless).
- Assisting with server administration and network storage devices.
- Supporting phones and mobile devices.
- Other duties as assigned.
Minimum Qualifications:
To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
- 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.
- Comfortable working in a fast-paced, client-focused environment.
- Understanding and alignment with the organization’s core values
Education/License/Experience Requirements:
- High School Diploma required.
- Previous experience in IT support or help desk environment is preferred but not required.
- Experience with client-facing technical support is a plus.
- Minimum of a 2-year college degree in Networking, Computer Science, Information Systems, or a related technical field or an approved certification below.
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Professional (MCP)
- Other relevant IT certifications
Why Applied Innovation?
We offer a comprehensive benefits package, including:
- Medical, dental, and life insurance on the 31st day of employment.
- Short-term disability.
- Paid vacation and holidays.
- Paid volunteer time.
- 401(k) retirement plan with company match program.
- Opportunities for professional growth and advancement
Skills Required
- High school diploma
- Strong customer service and communication skills
- Ability to troubleshoot and efficiently solve technical problems
- Basic knowledge of networking, operating systems, and common IT tools
- Ability to follow standard procedures and accurately document work
- Comfort working in a fast-paced, client-focused environment
- Two-year college degree in Networking, Computer Science, Information Systems, or a related technical field, or an approved equivalent certification
- CompTIA A+, CompTIA Network+, Microsoft Certified Professional, or another relevant IT certification may substitute for the degree
- Previous IT support or help desk experience
- Client-facing technical support experience
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The Company
What We Do
Applied Innovation is a family‑owned business technology provider (founded 1987) that delivers managed IT, imaging/print, automation, document workflow and security solutions. With a 500+ team across Michigan, Indiana, Ohio and Florida, the company partners with best‑in‑class vendors to simplify technology, modernize processes (including RPA and document automation), strengthen security, and help organizations run smarter, faster, and more securely for healthcare, manufacturing and other business customers.
