Help Desk & Implementation Specialist - Tier 1

Smart Ass Nerds, LLC is hiring a Tier 1 Help Desk and Implementation Specialist to support end users as the first point of contact for help desk requests and general technology assistance. This onsite role includes troubleshooting across core hardware, software, and Microsoft 365 services, along with participating in computer and device implementations for customer systems.

Role Overview

In this position, you will handle first-level technical support through phone, email, remote tools, and ticketing systems. You will diagnose and resolve common workstation and peripheral issues, assist users with Microsoft 365 applications, and support basic networking needs. You will also contribute to onboarding, hardware installation, and technology projects, including deployments of end-user equipment.

Key Responsibilities

• Provide first-level technical support via phone, email, remote support tools, and ticketing systems.
• Troubleshoot and resolve workstation, laptop, printer, and peripheral issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Assist with user account administration such as password resets and access requests.
• Diagnose basic networking issues involving Wi-Fi, internet connectivity, DNS, DHCP, and VPNs.
• Configure and deploy computers, mobile devices, and other end-user equipment.
• Document troubleshooting steps, resolutions, and procedures in ticketing and knowledge management systems.
• Escalate complex issues to Tier 2 or Tier 3 technicians as needed.
• Follow SLAs and established support procedures.
• Participate in after-hours maintenance or emergency support when required.
• Assist with client onboarding, hardware installations, and technology projects.
• Maintain a professional, customer-focused attitude during all client interactions.

Required Qualifications

• 1 to 3 years of experience in an IT Help Desk, Desktop Support, Technical Support, or Service Desk role.
• Strong customer service and communication skills.
• Experience supporting Microsoft Windows 11 and MacOS.
• Basic knowledge of Microsoft 365 administration and applications.
• Networking fundamentals understanding, including TCP/IP, DNS, DHCP, wireless networking, and VPN connectivity.
• Experience troubleshooting printers and other peripheral devices.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong documentation, organizational, and time management skills.
• Valid driver's license and reliable transportation.
• Ability to lift and move equipment up to 50 pounds.
• United States Citizen (required for clients supported).
• High school or equivalent (required).
• IT support experience: 1 year (required).
• Day Shift availability (required).
• Livonia, MI 48152 (Required).
• Willingness to travel: 25% (required).
• Work Location: in person.

Preferred Qualifications

• Experience working for a Managed Service Provider (MSP).
• Microsoft 365 Fundamentals (MS-900) certification.
• CompTIA A+ certification.
• Familiarity with Active Directory, Microsoft Entra ID (Azure AD), and Intune.
• Familiarity with Teams Phone / VoIP systems.
• Familiarity with remote monitoring and management (RMM) platforms.
• Experience with ticketing systems such as NinjaOne, ConnectWise, Autotask, ServiceNow, Zendesk, or Jira.
• Exposure to virtualization technologies such as Hyper-V or VMware.
• Experience with cabling, networking equipment, or onsite deployments.

Technologies

Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Microsoft Windows 11, MacOS, TCP/IP, DNS, DHCP, VPNs, Active Directory, Microsoft Entra ID (Azure AD), Intune, Teams Phone / VoIP systems, Remote monitoring and management (RMM) platforms, NinjaOne, ConnectWise, Autotask, ServiceNow, Zendesk, Jira, Hyper-V, VMware.

Compensation and Schedule

• Pay: $18.00 - $23.00 per hour
• Expected Hours: 40.0 per week
• Shift: Day Shift

Benefits

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Location

Livonia, MI 48152 (onsite). Work location is in person, with willingness to travel up to 25%.

Application Screening Question

Are you a United States Citizen? (Required for Clients we Support)