Tier 1 IT Support Specialist

Applied Innovation is seeking a Tier 1 IT Support Specialist to serve as the first point of contact for clients’ technology concerns. This is an onsite role in Southfield, MI with a Monday to Friday schedule and rotating on-call coverage after training.

In this position, you’ll troubleshoot and resolve everyday IT issues using established processes, communicate clearly with clients, and route or escalate items that require additional technical resources. The role is designed for someone who enjoys client-facing support and steady, procedure-driven problem solving.

Key Responsibilities

• Act as the first point of contact for IT support requests through phone, email, and a ticketing system.
• Listen to clients to identify and diagnose technical issues effectively.
• Maintain clear, positive, professional communication throughout support interactions.
• Research and implement solutions following Ideal Ticket Procedures.
• Route or escalate unresolved issues to the appropriate IT resources.
• Follow up with clients as needed to confirm issues are resolved to a satisfactory outcome.
• Stay current on emerging software, hardware, and IT trends.
• Manage time effectively with oversight to support prompt resolution of client requests.
• Troubleshoot workstation operating systems including Windows, Mac OS, and Linux.
• Support Microsoft Office applications, including Office 365.
• Provide basic Active Directory administration.
• Support on-premise Exchange.
• Configure and troubleshoot web content filtering and anti-virus tools.
• Troubleshoot DNS, DHCP, and network connectivity problems for wired and wireless connections.
• Assist with server administration and network storage devices.
• Support phones and mobile devices.
• Perform other duties as assigned.

Requirements

• High School Diploma required.
• Minimum of a 2-year college degree in Networking, Computer Science, Information Systems, or a related technical field, or an approved certification below.
• 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.
• Comfort working in a fast-paced, client-focused environment.
• Understanding and alignment with the organization’s core values.
• Previous IT support or help desk experience is preferred but not required.
• Client-facing technical support experience is a plus.

Technologies

• Windows, Mac OS, Linux
• Microsoft Office, Office 365
• Active Directory, Exchange
• Web content filtering, anti-virus tools
• DNS, DHCP, wired and wireless network connectivity
• Phones and mobile devices
• Server administration, network storage devices

Benefits

• Medical, dental, and life insurance starting on the 31st day of employment.
• Short-term disability.
• Paid vacation and holidays.
• Paid volunteer time.
• 401(k) retirement plan with a company match program.
• Opportunities for professional growth and advancement.

Certifications (In Lieu of Degree)

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Professional (MCP)
• Other relevant IT certifications