Tier 1 IT Support Specialist - Tampa FL

About the Role

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 with a rotating on‑call schedule about 2–3 times per year after training.

• 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 escape 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.
• Manage time effectively under management oversight to ensure prompt resolution of issues.
• Troubleshoot current workstation operating systems (Windows, Mac OS, Linux).
• Support Microsoft Office applications, including Office 365.
• Basic Active Directory administration.
• On‑premise Exchange support.
• Configure and troubleshoot web content filtering and anti‑virus tools.
• Manage DNS, DHCP, and network connectivity issues (wired and wireless).
• Assist with server administration and network storage devices.
• Support phones and mobile devices.
• Other duties as assigned.

• Strong customer service and communication skills.
• Ability to troubleshoot and solve technical problems efficiently.
• Basic knowledge of networking, operating systems, and common IT tools.
• Ability to follow standard procedures and document work accurately.
• Comfortable working in a fast‑paced, client‑focused environment.
• Understanding and alignment with the organization’s core values.

• High School Diploma required.
• Previous experience in IT support or help desk environment is preferred but not required.
• Experience with client‑facing technical support is a plus.
• Minimum of a 2‑year college degree in Networking, Computer Science, Information Systems, or related technical field, or one of the following approved certifications below.

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Professional (MCP)
• Other relevant IT certifications

• Competitive pay
• Paid holidays, PTO, plus 1 personal holiday
• Comprehensive benefits package, including medical, dental, and life insurance, as well as short‑term disability coverage
• 401(k) plan with company match
• Opportunities for career growth and advancement within a growing, family‑owned business