Tier 2 IT Technician

1 week ago

Grand Rapids, Michigan, United States Applied Innovation Full time

Applied Innovation is seeking a detail oriented, self-motivated individual to assist in the day-to-day operations of serving clients in our Managed Network Services department as a Tier 2 Onsite IT Technician. The Tier 2 Onsite IT Technician will report directly to the Applied Innovation IT Service Manager and will physically work out of the Grand Rapids, Michigan office located at 5555 Glenwood Hills Pkwy SE, Grand Rapids, MI This is a Monday to Friday position from 8 AM - 5 PM. There is a rotating on-call schedule once training is complete about 2-3 times per year.

Essential Duties and Responsibilities:

  • Installing and supporting customers' IT environments including user workstations, servers, and other infrastructure devices.
  • Troubleshooting, resolving, or escalating client technical issues as needed
  • Updating client documentation in document retention system
  • Recommending procedure modifications and improvements
  • Answering customer phone calls as needed
  • Providing guidance and support to Tier 1 IT Technicians

Skills: This position will be responsible for having an intermediate knowledge of, and ability to troubleshoot, the following:

  • Windows PC, Mac, and server operating system environments
  • Possess working knowledge of Microsoft Office tools including Office 365, Outlook, Excel, and Word
  • Microsoft 365 Management
  • Active directory administration, On-premise Exchange, Web content filtering, Anti-virus tools, DNS and DHCP, wired and wireless network connectivity, server administration, and network storage devices
  • Cloud VOIP Systems
  • Excellent customer service skills are essential
  • Must be dependable, professional, organized, detailed oriented and able to perform multiple tasks simultaneously
  • Ability to quickly learn, understand, and manage new systems related to information technology
  • High degree of flexibility and problem solving.
  • Cisco Meraki, experience preferred
  • ConnectWise Suite, experience highly preferred

Requirements Include:

  • Minimum 2-year college degree in Networking, Computer Science, Information Systems or a related technical field preferred.
  • Three or more years' experience in an IT related role
  • One of the following certifications is required:
  • A+ Certification
  • NET+ Certification
  • Microsoft Certified Professional (MCP)
  • Cisco Certified Network Associate (CCNA)
  • Server Plus
  • Other IT related certification

Our full benefits program includes medical, dental, life, short-term disability, 401(k), paid vacation, paid holidays, opportunity for advancement, and an onsite fitness center.

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