IT Support Specialist

About the Role

As an IT Support Specialist, you’ll provide hands‑on and remote support to employees with a wide range of technical needs and experience levels. You will be responsible for monitoring and responding to support tickets, working directly with team members to troubleshoot issues, and ensuring a smooth, efficient resolution process. As you grow in the role, you’ll deepen your understanding of our systems and become a trusted resource for day‑to‑day technical support.

You’ll play a key role in onboarding and off‑boarding employees, including setting up new hire equipment and accounts, as well as ensuring proper system access and device returns during employee transitions. This position requires a strong ability to diagnose and resolve networking and hardware issues, along with a solid understanding of the Microsoft ecosystem.

You’re a natural collaborator and helping people solve problems brings you joy. You’re able to seamlessly transition between tasks and projects, all while showcasing your crazy good attention to detail as you follow documented processes and procedures. You have the ability to troubleshoot issues on the fly and convey challenging concepts to audiences of varying skill sets. You’re resourceful and can leverage the tools around you to solve issues;

but you also know when to elevate a problem when necessary. You love learning something new every day and lending a helping hand to your colleagues.

• At least 3 years of experience in a help desk/technical customer service role
• Must be legally authorized to work in the US without current or future need for visa sponsorship
• High School Diploma required
• Strong computer skills with the ability to navigate and become an expert on multiple applications and programs
• Excellent troubleshooting skills for end‑user devices including computers, printers, and mobile devices in both on‑site and remote environments.
• Ability to troubleshoot, diagnose, and resolve technical issues for employees
• Experience with ticketing systems (such as JSM, Service Now, Zendesk), including ticket triage, prioritization, SLA management and clear documentation of issues and resolutions
• Solid networking fundamentals with the ability to troubleshoot connectivity issues for both in‑office and remote employees, including Wi‑Fi connectivity and basic access point troubleshooting
• Strong experience administering Microsoft Office 365
• Proficiency in supporting Mac operating systems
• Experience with Intune App Management, or similar endpoint management tools
• Experience with onboarding/offboarding processes, including system access and equipment setup
• Strong analytical and listening skills with the ability to collect information by asking appropriate questions, analyzing the information, and providing resolution
• Must have excellent verbal and written communication skills (English). Verbal skills include the ability to communicate technical IT issues to staff of varying skill levels
• Must be a self‑starter who can work independently and collaborate with a diverse set of people
• Must be able to work on multiple tasks simultaneously and be adaptable to changing priorities
• Must have a desire and drive to learn new technologies and embrace the concept of continuous improvement
• Must have a passion for providing a high‑quality customer service experience
• Must be able to work in person at our Okemos, MI office; new employees are expected to come to the office every day, with the potential for hybrid work after the initial onboarding period ends

• Microsoft or other related IT certifications

• Competitive salaries with bonus potential
• Three (3) weeks of paid vacation (prorated for first year)
• 40 days of paid sick time (prorated for first year)
• Paid parental leave
• Family building assistance (adoption & fertility treatment reimbursement, etc.)
• 401(k) with immediate employer match
• Workspace Customization Bonus
• Ongoing education and training reimbursement
• Employee recruiting incentives
• Monthly communication reimbursement
• Premium healthcare insurance, including medical, dental, and vision for individuals, families, and domestic partners
• Flexible…