About the role
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 2 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: * 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, 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 a high level of professionalism, dependability, organization, and attention to detail while managing multiple tasks. * Quickly learn, understand, and manage new IT systems and technologies. * Demonstrate strong flexibility and problem-solving skills. * Experience with Cisco Meraki environments, preferred. * Experience with the ConnectWise suite, highly preferred. * 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. * Minimum of 3 years of experience in IT support or help desk environment. * Valid Driver’s License with a clean driving record (no DUIs in the past 5 years). * MSP experience is advantageous. * CompTIA A+, CompTIA Network+, Microsoft Certified Professional (MCP), or other relevant certifications are strongly preferred.
What We Offer: * Competitive pay. * Paid holidays, PTO, plus 1 personal holiday. * Comprehensive benefits package, including medical, dental, and life insurance, as well as short-term disability coverage. * 401(k) plan with company match. * Opportunities for career growth and advancement within a growing, family-owned business.