Tier 1 IT Support Specialist - Grand Rapids MI

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.
• Troubleshoot 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

• 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

• A 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.
• A 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)