Tier 2 IT Technician - Grand Rapids MI

Company: Applied Innovation
Location: Grand Rapids
Posted on: February 16, 2026

Job Description:

Job Description Job Description 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 2 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: Install, configure, and support customer IT environments, including user workstations, servers, and infrastructure devices. Troubleshoot, resolve, and escalate technical issues as needed to ensure timely resolution. Maintain and update client documentation within the document retention system. Identify opportunities for process improvements and recommend procedural enhancements. Respond to and support customer phone calls as required. Provide guidance, mentorship, and technical support to Tier 1 IT Technicians. Support and maintain Windows PC, macOS, and server operating system environments. Demonstrate working knowledge of Microsoft Office applications, including Microsoft 365, Outlook, Excel, and Word. Administer and manage Microsoft 365 environments. Perform Active Directory administration and support on-premises Exchange environments. Manage web content filtering, antivirus and endpoint protection tools. Support DNS, DHCP, wired and wireless network connectivity. Assist with server administration and network-attached storage devices. Support and maintain cloud-based VoIP systems. Deliver excellent customer service and end-user support. Maintain a high level of professionalism, dependability, organization, and attention to detail while managing multiple tasks. Quickly learn, understand, and manage new IT systems and technologies. Demonstrate strong flexibility and problem-solving skills. Experience with Cisco Meraki environments, preferred. Experience with the ConnectWise suite, highly preferred. 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. Minimum of 3 years of experience in IT support or a help desk environment Valid Driver’s License with a clean driving record (no DUIs in the past 5 years) Minimum of a 2-year college degree in Networking, Computer Science, Information Systems, or a related technical field IT certification from the list below: CompTIA A CompTIA Network Microsoft Certified Professional (MCP) Other relevant IT certifications What We Offer: Competitive pay Paid holidays, PTO, plus 1 personal holiday. Comprehensive benefits package, including medical, dental, and life insurance, as well as short-term disability coverage. 401(k) plan with company match. Onsite fitness center. Opportunities for career growth and advancement within a growing, family-owned business. Supervisory Responsibilities None Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to be in a stationary position and move for extended periods of time while performing technical tasks. Ability to move IT equipment, such as servers, desktops, monitors, and networking devices, up to 50 lbs. Ability to position self to install service equipment. Ability to use small IT components, cables, and tools. Ability to observe technical manuals, computer screens, and documentation. Ability to discern verbal communication skills to interact with customers and team members. Ability to travel between client sites as needed. Work Environment: While performing the duties of this job, work will usually occur indoors, away from the elements during normal business hours. This position is considered an active position. The noise level in the work environment is usually low to moderate. FLSA Classification: Non-exempt The information contained in this job description is not an exhaustive list of the duties performed for this position, nor does it represent or imply a contract of employment. The individuals currently holding this position perform additional duties, and additional duties may be assigned. The Department and Applied Resources Department reserve the right to make changes to the above job description as necessary to fulfill the work duties. Powered by JazzHR RlsWKFEMYU

Keywords: Applied Innovation, Battle Creek , Tier 2 IT Technician - Grand Rapids MI, IT / Software / Systems , Grand Rapids, Michigan