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 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: * 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.
Certifications (in lieu of degree): * 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