IT Support Technician
About the role
At Hungerford Technology, we help organizations across West Michigan leverage technology to operate more efficiently, securely, and effectively. As a managed services provider, we serve as a trusted technology partner for our clients, delivering responsive support, strategic guidance, and reliable IT solutions. Our team values collaboration, work-life balance, accountability, and continuous learning. We believe strong client relationships are built through trust, responsiveness, and exceptional service, and every member of our team plays an important role in that success.
As an IT Support Technician, you will serve as the first point of contact for our managed services clients when technical issues arise. You'll help keep businesses running smoothly by troubleshooting and resolving technology challenges, providing exceptional customer service, and ensuring issues are addressed efficiently. Your ability to communicate clearly, solve problems, and build client relationships will directly contribute to the success of both our clients and our team.
Responsibilities
- Respond to inbound client support requests via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve hardware, software, network, and Microsoft 365-related issues within established service standards.
- Communicate clearly with clients throughout the support process, setting expectations and providing status updates.
- Document troubleshooting steps, resolutions, and client interactions accurately within the ticketing system.
- Escalate complex issues to senior team members with thorough documentation and context.
- Follow up with clients to confirm successful issue resolution and maintain high levels of customer satisfaction.
- Provide remote support for clients and travel to client sites when on-site assistance is required.
- Participate in occasional after-hours maintenance activities and support engagements as needed.