IT Support Specialist

SUMMARY

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

EDUCATIONAL REQUIREMENTS

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

EXPERIENCE REQUIREMENTS

• 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.

KEY SOFTWARE

• HubSpot
• Monday.com
• Microsoft 365 (Office, SharePoint)
•  Google Workspace (Gmail, Drive, Docs)
• Entra ID (Azure AD)
• Cin7 Core
• Xero
• ApprovalMax
• Zoom
• FreePBX
• Adobe
• Verkada
• 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

PRIMARY RESPONSIBILITIES 

• 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.

REQUIRED SKILLS & COMPETENCIES

• 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
• Detail oriented
• Operate discretely
• Think creatively
• Actively listen to fully understand circumstances
• Collaborate with others to maximize innovation and effectiveness
• Communicate ideas, thoughts, knowledge, and information to foster clarity and engage others
• Consider multiple costs and benefits when problem solving to arrive at most effective decision
• Focus on details to reduce errors and increase efficiency
• Manage time effectively to ensure all work is completed timely and effectively
• Organize work to maximize productivity
• Plan work projects to ensure efficiency
• Resolve conflicts to facilitate goal achievement
• Use empathy to understand the point of view of others
• Respond effectively to sensitive inquiries or complaints
• Resolve issues using conflict management skills
• Manage multiple priorities and demands within established requirements
• Exercise tact, discretion, and diplomacy
• Write concise and clear documentation

REPORTS TO: 

• VP of Technology, with day-to-day direction from the Senior Systems Engineer (Wixom)

ESSENTIAL JOB FUNCTIONS:

• Respond to, log, and resolve help desk tickets; escalate when appropriate
• Build, configure, and deploy workstations, peripherals, and mobile devices
• Onboarding and offboarding of staff, both software and hardware
• Maintenance of Hardware Log, purchasing and configuring new hardware as directed
• Log and troubleshoot hardware and software errors, providing recommendation of solutions
• Provide first-line support for phones, printers, label printers, and conference room AV
• Assist the Senior Systems Engineer with network, server, and facility systems maintenance
• Create and maintain clear documentation and knowledge base articles
• Communicate systems changes effectively to the user base, providing training as needed on an ad hoc basis

Supplemental Functions:

• All other duties assigned

EQUIPMENT & ENVIRONMENT

Equipment Used:

• Phones
• Computer/Laptops/Tablets
• Monitors/Televisions
• Printers/Copiers/Scanners
• CCTV
• Physical Activities and Demands:
• Active at times and requires routine movement through the Wixom office, manufacturing, and warehouse facility
• Prolonged times in a seated position
• Occasionally lifts, carries, and positions items up to 25 pounds; sometimes up to 50 pounds, with assistance or mechanical aid for heavier equipment
• Occasionally climbs ladders and works at heights to access network closets (IDFs), ceiling-mounted equipment, cable pathways, and wall- or ceiling-mounted displays
• Occasionally works in confined or awkward positions, including kneeling, crouching, bending, reaching overhead, and working beneath desks or within equipment racks
• Occasionally uses hand and power tools for equipment mounting, anchoring, and cable termination
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Work Environment:

• Indoor office, manufacturing, and warehouse environment

WORK ENVIRONMENT

• Indoor office, manufacturing, and warehouse environment
• Occasional exposure to manufacturing areas with elevated noise levels, moving equipment, and machinery; adherence to facility safety procedures and use of personal protective equipment as required
• Minimal travel