Tier 1 IT Support Specialist - Southfield MI

Job Description

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 1 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: Serve as the first point of contact for IT support requests via phone, email, and ticketing system. Listen attentively to clients to identify and diagnose technical issues. Provide clear, positive, and professional communication with clients. Research and implement solutions according to established Ideal Ticket Procedures. Route or escalate unresolved issues to appropriate IT resources. Follow up with clients as needed to ensure issues are resolved satisfactorily. Stay up to date on emerging software, hardware, and IT trends.