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 role with a rotating on-call schedule once training is complete about 2-3 times per year. Duties and Responsibilities: • 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 escalate 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. • Troubleshooting current workstation operating systems (Windows, Mac OS, Linux). • Supporting Microsoft Office applications, including Office 365. • Basic Active Directory administration. • On-premise Exchange support. • Configuring and troubleshooting web content filtering and anti-virus tools. • Managing DNS, DHCP, and network connectivity issues (wired and wireless). • Assisting with server administration and network storage devices. • Supporting phones and mobile devices. • Other duties as assigned. Minimum Qualifications: To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. • 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 Education/License/Experience Requirements: • 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 a related technical field or an approved certification below. Certifications (in lieu of degree): • CompTIA A+ • CompTIA Network+ • Microsoft Certified Professional (MCP) • Other relevant IT certifications Why Applied Innovation? We offer a comprehensive benefits package, including: • Medical, dental, and life insurance on the 31st day of employment. • Short-term disability. • Paid vacation and holidays. • Paid volunteer time. • 401(k) retirement plan with company match program. • Opportunities for professional growth and advancement