Information Technology Support Specialist

Location: Taylor, Canton or Romulus, MI

Our client is seeking a customer-focused Tier 1 IT Support Technician to provide first-line technical support across our production environment, end-user desktops, and hardware infrastructure. This role is critical to maintaining 24/7 operational coverage during weekend and overnight hours, ensuring users and production systems remain fully supported when business-hours staff are unavailable. The ideal candidate combines strong troubleshooting fundamentals with exceptional communication skills and a calm, solutions-oriented demeanor under pressure.

• Serve as the first point of contact for end users via phone, email, ticketing system, and chat; log, triage, and resolve or escalate incidents in line with SLAs.
• Provide production application support
  : monitor critical business applications, respond to alerts, perform health checks, and coordinate with on-call Tier 2/3 staff for escalations.
• Troubleshoot PC and desktop issues across Windows (and Mac, where applicable), including OS errors, software install/config, profile issues, network connectivity, VPN, printing, and Microsoft 365.
• Diagnose and resolve hardware issues on desktops, laptops, peripherals, monitors, docking stations, and basic networking equipment; coordinate replacements, RMAs, and asset tracking.
• Manage user accounts, password resets, group memberships, and access requests via Active Directory, Entra , and related identity tools.
• Document interactions, troubleshooting steps, and resolutions thoroughly in the ticketing system; contribute to and maintain the internal knowledge base.
• Follow established runbooks for after-hours incidents and ensure clean shift handoff to day-shift staff.

• High school diploma or equivalent; associate's degree in IT, Computer Science, or a related field preferred.
• 1+ years of experience in a help desk, service desk, or Tier 1 IT support role.
• Working knowledge of Windows 10/11, Microsoft 365, Active Directory, and common business applications.
• Familiarity with ITSM ticketing platforms (e.g., Service Now, Jira Service Management, Fresh service).
• Solid understanding of PC hardware and basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Excellent customer service and communication skills
  , with the ability to explain technical concepts clearly to non-technical users.
• Reliable attendance and a firm commitment to the posted shift schedule, including overnight hours.

• CompTIA A+, Network+, or Microsoft Certified:
  Modern Desktop Administrator certification.
• ITIL Foundation certification or familiarity with ITIL practices.
• Experience supporting production or business-critical applications in a 24/7 environment.

• On-site role; extended periods of sitting, computer use, and phone work.
• Ability to lift and move equipment up to 40 lbs (desktops, monitors, printers).
• Must be able to maintain alertness and performance during overnight shifts.