IT Support Specialist

We are seeking a motivated IT Support Specialist to join our team in Wixom, Michigan. This is a hands‑on, on‑site role providing first‑line technical support to approximately 65 employees across our office, manufacturing, and warehouse operations, including remote staff supported via remote management tools. The IT Support Specialist is the first responder for all support requests, owning the help desk queue end to end: logging, triaging, and resolving issues, and escalating to the Senior Systems Engineer with clear documentation when appropriate.

Reporting to the VP of Technology and taking day‑to‑day direction from the Senior Systems Engineer, the ideal candidate will also own end‑user hardware, employee onboarding and offboarding, and routine administration of the SaaS platforms core to our business functions. We value demonstrated aptitude, curiosity, and strong communication over years of experience: the successful candidate will be an eager problem solver, able to perform discovery, accurately diagnose issues, and clearly explain solutions to personnel of widely varying technical backgrounds.

This role offers a defined growth path toward systems and network engineering under the mentorship of the Senior Systems Engineer. This role will require the successful applicant to work on‑site at the

• Wixom, MI office during standard business hours.
• Salary Range: $50-65k
• Full-Time

• High School Diploma or GED (Required)
• Associate’s or Bachelor’s Degree in a technical field (Preferred)
• CompTIA A+, Network+, or equivalent certification (Preferred)

• Demonstrated hands‑on technical aptitude is valued over years of experience. Prior help desk or IT support
• experience is preferred; equivalent self‑directed experience (home lab, hobbyist builds, volunteer or freelance work) will be considered.

• Hub Spot
• Microsoft 365 (Office, SharePoint)
• Google Workspace (Gmail, Drive, Docs)
• Cin7 Core
• Xero
• Approval Max
• Zoom
• Experience with any of the above platforms is ideal but not essential as training will be provided where necessary.
• Please note the user base is primarily user Windows operating systems, but a handful of exceptions use Mac OS

• Help Desk Support:
  Serve as the first point of contact for IT support requests across the organization. Log, triage, and resolve tickets promptly, escalating complex issues to the Senior Systems Engineer with clear documentation of troubleshooting steps already taken.
• End‑User Hardware:
  Build, image, deploy, and repair workstations, laptops, monitors, printers, label printers, and peripherals for on‑site and remote staff. Maintain accurate hardware inventory and asset records, and facilitate upgrades or replacements as needed.
• Onboarding and Offboarding:
  Provision user accounts, hardware, and software access for new hires; retrieve equipment and revoke access for departing employees in a timely and well‑documented manner.
• SaaS Account Administration:
  Under the direction of the Senior Systems Engineer, manage user accounts, licenses, and permissions across the SaaS platforms that support our business operations. Reporting and Documentation:
  Create and maintain clear, concise documentation of IT systems, configurations, and procedures, including knowledge base articles and asset logs.
• User Support and Training:
  Provide patient, ongoing support and guidance to staff regarding IT‑related matters.
• Conduct ad hoc training sessions to enhance staff proficiency and drive adoption of company systems.
• Facility Systems Assistance:
  Assist the Senior Systems Engineer with maintenance of the building’s network, Wi‑Fi, phone system, paging and overhead audio, CCTV, access control, and networked manufacturing equipment, including cable terminations and physical installations.
• Remote Support:
  Support remote employees and off‑site locations using remote management tools during standard business hours.

• Act independently
• Analyze situations
• Attend to details
• Communicate verbally
• Communicate in writing
• Concentrate
• Empathize
• Identify problems
• Initiate
• Manage pressure
• Motivate self and others
• Multi-task
• Organize
• Problem-solving
• Deta…