IT Support Technician

Job Overview: The IT Support Technician will manage and prioritize support requests, escalate issues when appropriate, and assist with maintaining a stable and productive technology environment. Support responsibilities span desktop and mobile technologies, collaboration tools, audio-visual systems, and user account administration.

Position: IT Support Technician
Salary: $50,000 - 65,000 + Bonus
Benefits: Medical/dental/vision, Retirement Plan w/ 6% match, 3 Weeks PTO, Tuition Reimbursement, Bonus Potential, etc.
Location: Hudsonville, MI area (Onsite)

Job Overview: The IT Support Technician will manage and prioritize support requests, escalate issues when appropriate, and assist with maintaining a stable and productive technology environment. Support responsibilities span desktop and mobile technologies, collaboration tools, audio-visual systems, and user account administration.

Responsibilities of the IT Support Technician:

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• Provide first-level technical support for hardware, software, and connectivity-related issues.
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• Receive, prioritize, troubleshoot, and resolve service requests through a ticket management system.
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• Escalate complex incidents to the appropriate IT teams and monitor progress through resolution.
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• Support Windows-based desktops, laptops, mobile devices, printers, and peripheral equipment.
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• Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and SharePoint.
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• Configure and provision new employee accounts and system access across business applications.
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• Deploy, manage, and maintain endpoint devices using Microsoft Intune / Endpoint Manager.
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• Troubleshoot and support conference room technology and audio-visual equipment.
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• Create and maintain technical documentation, support procedures, and knowledge base articles.
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• Provide remote support to users while delivering a high level of customer service and professionalism.
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Preferred Experience of the IT Support Technician:

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• Strong customer service skills
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• Strong communication skills
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• Experience supporting and troubleshooting Windows OS environments, both hardware and software
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• Experience with M365 Admin Center, setting up new users, troubleshooting, etc.
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• User administration experience in Entra ID and Active Directory
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• Experience with Microsoft InTune doing configuration and deployment
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• Understanding of fundamental networking concepts, including TCP/IP, IP addressing, and basic cabling.
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• Knowledgeable of networking basics
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Bonus Experience of the IT Support Technician:

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• Bilingual in English / Spanish
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• Exposure to virtual servers like VMware & Hyper-V
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• Experience supporting ERP systems such as Oracle Cloud or Oracle Fusion
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