IT Support Specialist

Position: IT Support Specialist
Location: Grand Rapids, MI (Hybrid)
Salary: $50,000-55,000
Benefits: Comprehensive health coverage, 401(k) with match, PTO, and additional employee benefits.

About the Role:

Responsibilities of the IT Support Specialist:

• Act as the first point of contact for incoming technical support inquiries across all communication channels.

• Record, track, summarize, and close tickets within the ticketing system using established workflows.
• Monitor daily incident queues and follow up on outstanding issues to ensure timely resolution.
• Document solutions and contribute to internal knowledgebase improvements.
• Provide prompt, courteous, and professional support to end users.
• Utilize remote management tools for patching, scripting, and troubleshooting.
• Travel to additional office locations as needed to deliver on‑site support.
• Assist in onboarding and training new support team members and help educate staff on the ticketing system.
• Partner with IT team members on projects, upgrades, and ongoing operational initiatives.

Preferred Experience of the IT Support Specialist:

• Technical support background paired with customer service experience.

• Experience in a professional services or legal environment.

• Experience collaborating within a small department.

Bonus Experience of the IT Support Specialist:

• Proficiency with Windows operating systems, Chrome, Edge, and the Microsoft Office Suite.
  

• Solid understanding of computer hardware and peripherals, including printers, webcams, and keyboards.
• Ability to configure and troubleshoot basic technical settings (sound, video, display).
• Strong communication skills, professionalism, attention to detail, the ability to prioritize effectively, and a desire to continually learn.

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