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.