IT Support Engineer (Level 1/2)
17 days ago
Marquette
Job Description GoTech IT Solutions is seeking a motivated and customer-focused IT Support Engineer to join our expanding team in Marquette, Michigan. This position will be embedded on-site at a local accounting firm, providing dedicated IT support to its staff while also assisting other GoTech clients in the Marquette area and delivering remote support to clients across the region. As an IT Support Engineer, you’ll be the first line of defense for end users—resolving day-to-day technical problems, supporting critical accounting and tax systems, and ensuring smooth business operations. You’ll work closely with GoTech’s engineers and operations team to deliver responsive, reliable, and proactive managed IT services. Success in this role requires not only technical expertise but also strong interpersonal and communication skills. It also demands professionalism and a commitment to delivering respectful, responsive, and high-quality customer service. You’ll be expected to maintain service delivery standards, meet defined Service Level Agreements (SLAs), and represent GoTech with a courteous and client-focused approach. Key Responsibilities • Serve as the initial point of contact for end users via phone, email, or ticketing system., • Provide on-site technical support for the accounting firm’s operations, including:, • Managing and supporting the Microsoft Azure Virtual Desktop (AVD) environment., • Installing, configuring, and troubleshooting accounting and tax applications, including QuickBooks, Thomson Reuters products (such as UltraTax CS, FileCabinet CS, and Practice CS), and other financial or business software as used or required., • Maintaining user profiles, file shares, printers, and related systems., • Troubleshoot and resolve hardware, software, and network issues for both local and remote users., • Assist with user account administration within Microsoft 365 and Azure AD., • Perform workstation setup, patching, and device maintenance through RMM tools., • Monitor and maintain SLAs, ensuring timely resolution of tickets and consistent, high-quality service delivery., • Communicate technical information clearly and in plain language—helping users understand issues, solutions, and preventive steps., • Ensure all client and firm data is handled in accordance with confidentiality and privacy requirements; maintain absolute discretion with sensitive financial and client information., • Maintain accurate, detailed ticket documentation in GoTech’s PSA system., • Escalate complex incidents to senior technicians or engineers as needed., • Assist in the maintenance of technical documentation and knowledge base articles., • Demonstrate good judgment, problem-solving, and initiative when addressing user or system issues., • Provide end-user training on cybersecurity awareness and technology best practices., • Work collaboratively and respectfully with clients, vendors, and internal team members to deliver solutions effectively., • Support GoTech clients on-site throughout the Marquette area and provide remote assistance for other GoTech clients as needed., • Participate in GoTech’s rotating after-hours and weekend support schedule when required., • Perform other duties or special projects as assigned by the Operations Manager or upper management. Qualifications Required • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field or 1+ years of hands-on IT support experience., • Strong troubleshooting skills for Windows desktop environments, networking basics, and business applications., • Exceptional communication skills, including strong interpersonal, listening, and written communication abilities., • Ability to explain technical issues clearly and effectively to non-technical users., • Commitment to respectful, responsive, and professional customer service in all client interactions., • Organized and detail-oriented, with strong time management skills and the ability to handle multiple priorities while meeting deadlines and service commitments., • Demonstrates good judgment, initiative, and problem-solving skills., • Collaborative and team-oriented, maintaining a courteous, friendly, and professional demeanor with both colleagues and clients., • Ability to work effectively with diverse users and business environments, adapting communication and support approaches to meet varying needs., • Reliable transportation and ability to work on-site at client locations. Preferred • Experience working for a Managed Service Provider (MSP) or in a multi-client IT environment., • Familiarity with Microsoft 365, Azure AD, and AVD administration., • Experience supporting accounting or tax software (QuickBooks, Thomson Reuters CS Suite, or similar)., • Knowledge of RMM/PSA tools, SLA management, and basic cybersecurity practices., • CompTIA or Microsoft certification (or willingness to obtain within 6 months)., • Military veterans are encouraged to apply—discipline, structure, and mission-focus are highly valued at GoTech. Work Schedule Standard Hours: Monday–Friday, 8:00 a.m.–5:00 p.m. After-Hours/Weekend Work: Occasionally required for maintenance or emergency response as part of GoTech’s managed services rotation. Compensation & Benefits • Salary Range: $40,000 – $60,000 annually (based on experience)., • Medical insurance, • Retirement plan, • Life insurance, • Unlimited Paid Time Off (PTO, • Paid holidays, • Professional development assistance for certifications and career growth. Work Conditions & Eligibility • This role is classified as Light–Medium work. Employees may frequently lift, carry, or move up to 25 lbs (e.g., laptops, small printers, network gear) and occasionally up to 50 lbs with assistance or equipment. Periodic bending, kneeling, or reaching may be required during equipment installs or cable management. Reasonable accommodations are available as required by law., • A valid driver’s license and reliable transportation are required for local on-site visits; proof of auto insurance may be requested when using a personal vehicle., • Employment is contingent upon successful completion of a background screen appropriate to the role, conducted in compliance with applicable laws including the Fair Credit Reporting Act (FCRA) and EEOC guidance., • Candidates must maintain the highest standards of confidentiality regarding all accounting firm data, financial information, and client records. Location This position is on-site in Marquette, Michigan, primarily within a local accounting firm, with travel to nearby GoTech client sites and remote support responsibilities for clients across the region. About GoTech IT Solutions GoTech IT Solutions is a fast-growing, relationship-driven Managed IT Services Provider (MSP) serving small to mid-sized businesses throughout the Milwaukee Metro area and Michigan’s Upper Peninsula. Since 2013, we've specialized in providing cybersecurity-first IT services that empower our clients to grow and operate confidently in today’s digital world. We work with businesses that understand the value of technology and are looking for a trusted partner to handle everything from managed IT services and compliance to cybersecurity and vendor management. Whether it’s proactive support, cloud services, disaster recovery, or helping navigate complex technology decisions, GoTech is the go-to IT team for organizations who want results without the “tech talk”. At GoTech, we do things differently. We’re not just another help desk — we become our clients’ technology partner. That means no outsourcing, no “geek speak,” and no waiting days for support. Our guaranteed response times, seasoned technicians, and personal approach set us apart. Clients value that we’re proactive, not reactive — always working behind the scenes to prevent issues before they impact productivity. What truly defines us is our commitment to integrity, reliability, and service. We're a faith-based company that prioritizes long-term relationships with our clients and team. Our culture is rooted in five core values: Integrity, Excellence, Employee Development, Community Impact, and Trust. We are always striving to improve, educate, and uplift both our clients and our staff. We also make sure our team members have the tools and environment they need to succeed and grow. If you’re looking to work for a company where your contributions matter, your voice is heard, and your career can grow with a company that’s going places — GoTech IT Solutions might be the place for you. Company DescriptionGoTech IT Solutions is a fast-growing, relationship-driven Managed IT Services Provider (MSP) serving small to mid-sized businesses throughout the Milwaukee Metro area and Michigan’s Upper Peninsula. Since 2013, we've specialized in providing cybersecurity-first IT services that empower our clients to grow and operate confidently in today’s digital world. We work with businesses that understand the value of technology and are looking for a trusted partner to handle everything from managed IT services and compliance to cybersecurity and vendor management. Whether it’s proactive support, cloud services, disaster recovery, or helping navigate complex technology decisions, GoTech is the go-to IT team for organizations who want results without the “tech talk”. At GoTech, we do things differently. We’re not just another help desk — we become our clients’ technology partner. That means no outsourcing, no “geek speak,” and no waiting days for support. Our guaranteed response times, seasoned technicians, and personal approach set us apart. Clients value that we’re proactive, not reactive — always working behind the scenes to prevent issues before they impact productivity. What truly defines us is our commitment to integrity, reliability, and service. We're a faith-based company that prioritizes long-term relationships with our clients and team. Our culture is rooted in five core values: Integrity, Excellence, Employee Development, Community Impact, and Trust. We are always striving to improve, educate, and uplift both our clients and our staff. We also make sure our team members have the tools and environment they need to succeed and grow. If you’re looking to work for a company where your contributions matter, your voice is heard, and your career can grow with a company that’s going places — GoTech IT Solutions might be the place for you.GoTech IT Solutions is a fast-growing, relationship-driven Managed IT Services Provider (MSP) serving small to mid-sized businesses throughout the Milwaukee Metro area and Michigan’s Upper Peninsula. Since 2013, we've specialized in providing cybersecurity-first IT services that empower our clients to grow and operate confidently in today’s digital world.\r\n\r\nWe work with businesses that understand the value of technology and are looking for a trusted partner to handle everything from managed IT services and compliance to cybersecurity and vendor management. Whether it’s proactive support, cloud services, disaster recovery, or helping navigate complex technology decisions, GoTech is the go-to IT team for organizations who want results without the “tech talk”.\r\n\r\nAt GoTech, we do things differently. We’re not just another help desk — we become our clients’ technology partner. That means no outsourcing, no “geek speak,” and no waiting days for support. Our guaranteed response times, seasoned technicians, and personal approach set us apart. Clients value that we’re proactive, not reactive — always working behind the scenes to prevent issues before they impact productivity.\r\nWhat truly defines us is our commitment to integrity, reliability, and service. We're a faith-based company that prioritizes long-term relationships with our clients and team. Our culture is rooted in five core values: Integrity, Excellence, Employee Development, Community Impact, and Trust. We are always striving to improve, educate, and uplift both our clients and our staff.\r\n\r\nWe also make sure our team members have the tools and environment they need to succeed and grow. If you’re looking to work for a company where your contributions matter, your voice is heard, and your career can grow with a company that’s going places — GoTech IT Solutions might be the place for you.