IT SUPPORT TECHNICIAN – TIER 1
Position Type: Direct Hire
Position Salary: $65K
Position Shift: Weekend & Overnight Shift, Friday & Saturday 6:00 AM – 4:30 PM; Sunday & Monday 6:00 PM – 4:30 AM
Location: Taylor, Canton or Romulus, MI
Position Summary
Our client is seeking a customer-focused Tier 1 IT Support Technician to provide first-line technical support across our production environment, end-user desktops, and hardware infrastructure. This role is critical to maintaining 24/7 operational coverage during weekend and overnight hours, ensuring users and production systems remain fully supported when business-hours staff are unavailable. The ideal candidate combines strong troubleshooting fundamentals with exceptional communication skills and a calm, solutions-oriented demeanor under pressure.
Key Responsibilities
- Serve as the first point of contact for end users via phone, email, ticketing system, and chat; log, triage, and resolve or escalate incidents in line with SLAs.
- Provide production application support: monitor critical business applications, respond to alerts, perform health checks, and coordinate with on-call Tier 2/3 staff for escalations.
- Troubleshoot PC and desktop issues across Windows (and Mac, where applicable), including OS errors, software install/config, profile issues, network connectivity, VPN, printing, and Microsoft 365.
- Diagnose and resolve hardware issues on desktops, laptops, peripherals, monitors, docking stations, and basic networking equipment; coordinate replacements, RMAs, and asset tracking.
- Manage user accounts, password resets, group memberships, and access requests via Active Directory, Entra ID, and related identity tools.
- Document interactions, troubleshooting steps, and resolutions thoroughly in the ticketing system; contribute to and maintain the internal knowledge base.
- Follow established runbooks for after-hours incidents and ensure clean shift handoff to day-shift staff.
Required Qualifications
- High school diploma or equivalent; associate's degree in IT, Computer Science, or a related field preferred.
- 1+ years of experience in a help desk, service desk, or Tier 1 IT support role.
- Working knowledge of Windows 10/11, Microsoft 365, Active Directory, and common business applications.
- Familiarity with ITSM ticketing platforms (e.g., ServiceNow, Jira Service Management, Freshservice).
- Solid understanding of PC hardware and basic networking concepts (TCP/IP, DNS, DHCP, VPN).
- Excellent customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Reliable attendance and a firm commitment to the posted shift schedule, including overnight hours.
Preferred Qualifications
- CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification.
- ITIL Foundation certification or familiarity with ITIL practices.
- Experience supporting production or business-critical applications in a 24/7 environment.
Work Environment & Physical Requirements
- On-site role; extended periods of sitting, computer use, and phone work.
- Ability to lift and move equipment up to 40 lbs (desktops, monitors, printers).
- Must be able to maintain alertness and performance during overnight shifts.
Benefits
- 401(k) with company match
- Health Insurance
- Dental Insurance
- Vision Insurance
