Support Jobs in Livonia, MI

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Helpdesk Technician – Tier 1 Development Program

Smart Ass Nerds, LLC Livonia, MI

Livonia, MI

Today

$15 - $19/hr Part time Active Directory Computer Skills Customer Support

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Job Description

Smart Ass Nerds, LLC offers a structured, in-person Tier 1 Helpdesk Technician development program at its Livonia, Michigan office. This multi-phase path combines lab work, live ticket support, and progressive exposure to Tier 2/Tier 3 and related technical roles.

Role Overview

As a Tier 1 trainee, you will develop practical help desk capabilities through hands-on training and supervised support activities. The program is designed to prepare you to handle real user requests, troubleshoot core systems, and support client deployments while progressing toward broader engineering responsibilities.

On-Site Location and Employment Type

Location: Livonia, MI (onsite)
Work location: In person
Job type: Part time
Commute requirement: Must be able to commute to the Livonia, Michigan office (Livonia, MI 48152)

Hours and Schedule

Expected hours: 24.0 to 32.0 hours/week
Part-time schedule: 20 to 35 hours/week
Shift: Day shift (required)
Weekend coverage: First-shift with weekend coverage as needed; potential second shift coverage starting 2027
After-hours: Some after-hours or weekend work may be required based on needs and development plans

Pay

Hourly rate: USD 15.50 to 19.00 per hour

Responsibilities

Provide remote and in-person technology support via phone, chat, and remote tools
Support and troubleshoot PCs, servers, networks, VoIP, cameras, printers, and access control
Deploy hardware and software at client sites
Communicate professionally with end users, including follow-ups
Lift up to 50 lbs. for installation and equipment moves
Research issues, document solutions, and work independently
Build and test systems in the lab before client deployments
Create and update documentation for users and internal teams
Take live tickets via phone, chat, and remote tools
Troubleshoot PCs, servers, printers, VoIP, and cameras
Shadow senior engineers and participate in weekly learning labs
Assist with on-site deployments, including configuring switches, APs, and VoIP
Work with Hyper-V for virtualization and build full environments in the lab
Learn cabling, fiber, and racking basics
Support Help Desk / Support Engineering and Systems Engineering learning tracks, including project and field work
Participate in special projects such as VoIP, security, and access control
Develop ticketing and documentation understanding as part of daily support practice
Perform PC imaging, setup, configuration, and repair
Build networking fundamentals using real gear
Complete introductory training for Microsoft 365, Active Directory, and user management
Use lab simulations to prepare for live support

Training Phases

Phase 1 (Weeks 1–4): Foundations
- Understanding ticketing & documentation
- PC imaging, setup, configuration, repair
- Networking fundamentals using real gear
- Intro to Microsoft 365, Active Directory & user management
- Lab simulations to prep for live support
Phase 2 (Months 1–6): Real-World Service Desk
- Take live tickets via phone, chat, and remote tools
- Troubleshoot PCs, servers, printers, VoIP, cameras
- Shadow senior engineers; weekly learning labs
- Certification cost reimbursed after you pass
Phase 3 (Months 1–3): Engineering & Field Work
- On-site deployments; configure switches, APs, VoIP
- Virtualization: Hyper-V
- Build full environments in our lab
- Learn cabling, fiber, racking basics
Phase 4 (Months 1–6): Specialization & Career Pathing
- Help Desk / Support Engineering
- Systems Engineering
- Project & Field Work
- Special Projects (VoIP, security, access control)

Required Qualifications

Minimum experience: 1 year
Eager to learn and take on challenges
Great communication and customer service skills
Able to follow directions and work independently
Reliable transportation with regular on-time attendance
Willingness to work weekends/holidays when needed
Ability to pass technical certifications as needed
Desire for long-term career growth
Education: High school diploma/GED (or high school senior with 3.2+ GPA; juniors considered with online/co-op coursework)
Must have held a job, volunteer role, or enrolled in education within the past 6 months
Background and credit check required
U.S. Citizenship required (government client work)
Be working towards an IT certification or related degree
1 to 2 years of tech support and other related IT experience
Basic PC hardware/software skills, including Microsoft Office 365
Microsoft 365 experience: Administration
Ability to troubleshoot a variety of issues remotely and in person
Networking basics understanding: CAT6/7, TCP/IP, DNS, DHCP, 802.11 standards, fiber, switches, etc.
No visa sponsorship provided
No relocation assistance; however, when staffing or Florida office, a relocation plan may be offered when advancing to full time support or engineering roles
English (required)
Day Shift (required)
25% (required) willingness to travel

Technologies

Microsoft 365
Active Directory
Hyper-V
Microsoft Office 365
VoIP
CAT6/7
TCP/IP
DNS
DHCP
802.11
Fiber
Switches
CCTV

Benefits

Employee discount
Flexible schedule

Bonus Skills (Not Required)

Active Directory or Azure AD; Microsoft/Office 365 Security Center
Virtualization (Hyper-V, VMware, etc.)
macOS, Linux, Adobe, POS systems
Smartphone/tablet configuration; MDM / Intune
HIPAA or medical tech familiarity
Hosting/server management (VPS, web)
MSP, VoIP, fiber or structured cabling experience
Cisco, Juniper, or Arista experience
VoIP, CCTV, access control

Disqualifications

Higher than a bachelor’s degree (overqualified for this role)
Non U.S. citizen
Only looking for remote work
Unable to regularly come into the office
Criminal convictions and/or poor financial management (credit report)
Not having a valid driver’s license
More than 2 points on driver’s license, DUI/OWI, and other serious driving violations

Application Question

Do you possess U.S. Citizenship (required due to regulations)?

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