IT Support Technician

TGW Systems Inc supports employees with a clear, hands-on IT environment where you can solve real end-user issues and help keep day-to-day work secure and running smoothly. This onsite role in Grand Rapids, MI offers the chance to work directly with employees across hardware, software, and account support while partnering closely with senior IT when issues need deeper escalation.

What you’ll do

As a Tier 1 IT Support Technician, you’ll provide responsive, friendly support to end users through in-person assistance, voice and video calls, and written communication. You’ll troubleshoot and resolve problems across desktops, laptops, printers, and peripheral devices, and help ensure employees can access the technology they need.

• Deliver technical support to end users in person, via voice/video calls, and through written communication
• Troubleshoot hardware and software issues, including printer and peripheral device problems
• Install, configure, maintain, and repair desktop computers, laptops, and related equipment
• Create, modify, and disable user accounts while maintaining appropriate access permissions
• Support Microsoft Windows desktop environments and standard business applications
• Assist with onboarding, including workstation setup and technology orientation for new employees
• Perform routine maintenance, updates, and monitoring of IT systems and equipment
• Create and maintain user guides, documentation, and knowledge-base articles
• Escalate complex issues to senior IT staff when needed
• Perform other duties as assigned

What you bring

• Strong knowledge of Microsoft Windows operating systems
• Experience supporting Microsoft 365 applications, including Outlook, Teams, and OneDrive
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication abilities
• Ability to document procedures and technical solutions clearly
• Strong organizational skills and attention to detail
• Basic understanding of Microsoft Entra ID (Azure AD), Active Directory, NTFS Permissions, and Domain Services
• Experience with a ticketing or service management system preferred
• Familiarity with endpoint management tools and device deployment processes preferred
• Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals preferred

Work and access requirements

• Ability to remain stationary at a desk for prolonged periods of time
• Ability to go to site frequently and move safely around industrial and/or warehouse environments
• Ability to lift and carry supplies up to 25 pounds at a time
• Ability to operate computers, tablets, phones, and other electronic devices
• Ability to communicate with others verbally and in writing on a frequent basis
• Ability to tolerate exposure to job site temperature fluctuations due to seasonal weather

Other requirements: This position may require work at TGW customer sites. Customers may require background checks before accessing their sites. Refusal to participate may result in customer barring access and a subsequent reduction in work.

Reports to: IT Manager

Experience: 1+ years

Education: Associate’s degree in Computer Science or related field, and/or equivalent IT work experience

Technologies: Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, Microsoft Entra ID (Azure AD), Active Directory, NTFS Permissions, Domain Services