IT Support Technician

Overview

This is an in‑office role located in our Madison Heights, MI office. The IT Support Technician provides second‑level IT support for WOW! employees and works closely with all departments, including field teams, to meet information technology requirements.

• Respect, integrity, spirit of service, and accountability as core values.
• Salary: $45,000 - $55,000, depending on experience.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off, paid holidays, and tuition reimbursement.

• Provide Level 2 support and resolve escalations from the Level 1 Service Desk.
• Resolve technical issues via email, phone, remote console, onsite, and ticketing system, including installation, moves, troubleshooting, and upgrading physical hardware.
• Perform printer installations and equipment moves as necessary.
• Provide ongoing support for employee‑owned and company approved personal mobile devices.
• Manage user accounts within Windows Active Directory and associated systems.
• Ensure employees have connectivity to business‑critical applications.
• Oversee onboarding and off‑boarding processes.
• Conduct training on new technologies.
• Install and support commercial off‑the‑shelf end‑user applications and internal home‑grown applications.
• Install OS and other application updates and patches.
• Verify and troubleshoot PC/network cabling.
• Rebuild, maintain, and redeploy PCs and laptops to end‑users.
• Create and maintain user phone extensions and voicemail boxes.
• Provide education and assistance to end users with email, phones, etc.
• Ensure all PCs have up‑to‑date virus protection.
• Create and maintain documentation on processes, procedures, administrative duties, security profiles, PC and server inventories, and statuses.
• Provide night and weekend coverage as needed for maintenance and on‑call schedules.
• Perform all other duties as assigned.

• Two‑year degree in IT, computer science, or related field preferred or equivalent combination of education and experience.
• 2+ years of relevant experience (e.g., in a call center) or equivalent combination of education and experience.
• MCSA, MSCE, MCP certifications strongly preferred.
• Understanding of basic networking, routers, switches, firewalls, Active Directory, and user profile security.
• Basic knowledge of modern Windows desktop operating systems.
• Server and network administration knowledge or experience a plus.
• Ability to perform basic mathematical calculations.
• Excellent hardware and software troubleshooting skills, proven through prior work experience.
• Strong customer service skills required.
• Capability to work independently and set priorities within a given workload to meet project timelines.
• Strong organization skills and ability to handle multiple priorities.
• Excellent interpersonal skills to establish effective working relationships.
• Strong verbal and written communication skills.
• Ability to explain technical information to non‑technical colleagues.
• Solid understanding of PCs, related hardware, LAN/WAN, and Internet connectivity.
• Strong knowledge of current Windows OS and Microsoft Office products.
• Experience with desktops/laptops in a multi‑site Windows Active Directory environment.
• Experience receiving work from a ticketing system.
• Knowledge of Service Now is a plus.

• Required to talk and hear, use hands to type and handle objects, use close vision and focus.
• Must perform moderate mobility throughout WOW! offices.
• Must sit for extended periods.
• Occasional travel for business purposes.
• Must physically move and set up computer equipment (up to 50 lbs or more).
• Flexible to adjust schedule to cover various shifts.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.