IT Support Technician - Managed Services
29 days ago
Grand Rapids
Job DescriptionSalary: $20-$25 Company Overview: As Iserv, a leading Managed Services Provider (MSP), we deliver innovative IT solutions to businesses, leveraging cutting-edge technologies including AI-driven tools to enhance efficiency, security, and customer experiences. Learn more about us at . We're seeking passionate individuals who are excited about the intersection of IT support and AI to join our dynamic team. Position Summary: The IT Support Technician is an experienced IT generalist serving as the frontline hero in our service provider environment. You'll deliver timely, accurate technical support with a strong emphasis on first-call resolution. We're looking for problem-solvers who are passionate about AI and eager to integrate emerging technologies like AI-assisted diagnostics, chatbots, and automation into everyday support workflows. This role is ideal for those who thrive in a remote setting, collaborating virtually to fix issues and drive innovation. Essential Duties and Responsibilities: • Provide exceptional support with a focus on first-call resolutionyou're a fixer, not just a ticket taker! Incorporate AI tools (e.g., generative AI for troubleshooting or automated scripting) to enhance efficiency., • Participate in tiered technical support, escalating complex issues while exploring AI-driven solutions., • Perform recurring monitoring and management tasks, using AI-powered analytics to proactively identify and resolve potential problems., • Deliver technical support including configuration, troubleshooting, and security, with an eye toward AI-enhanced threat detection and response., • Collaborate with the Technical Services team to monitor and respond to events, leveraging AI monitoring platforms for faster insights., • Engage and manage vendor support escalations as needed, while advocating for AI-integrated vendor tools., • Ensure timely and clear communications to clients and the team, utilizing AI-assisted communication tools for streamlined updates., • Contribute to special projects, such as piloting AI features in our support ecosystem or training on new AI technologies., • Perform additional duties as assigned, with occasional virtual "smart hands" support for remote engineers (no on-site travel required in this remote role). Job Qualifications and Requirements: A) Knowledge/Skills/Abilities The successful candidate will demonstrate the following: • Experience with Microsoft desktop OS support (Windows 10/11 & Microsoft 365) in business environments., • Solid knowledge of Windows system management tools, philosophies, and methods., • Familiarity with antivirus/malware, patch management, and emerging AI-based security technologies., • Understanding of TCP/IP networking standards (DNS, DHCP)., • Experience with Microsoft Exchange administration and troubleshooting., • Basic knowledge of network concepts and functional skills with various technologies, including AI-driven network optimization tools., • Basic understanding of Windows and network security best practices, with interest in AI for predictive security., • An analytical, process-oriented approach to troubleshooting, enhanced by enthusiasm for AI automation and machine learning applications in IT., • Ability to work effectively both independently and as part of a remote team., • Customer-service oriented and performance-driven, with a passion for using AI to elevate user experiences., • Highly effective interpersonal, organizational, verbal, and written communication skills., • At least 2+ years of experience in IT infrastructure support, preferably in a Managed Services Provider environment., • Reliable high-speed internet and a dedicated home office setup for remote work., • Must be able to sit for extended periods while performing work on a computer., • Occasional light lifting (e.g., up to 10 pounds for home office equipment setup)., • Competitive hourly pay., • Comprehensive health benefits including medical, dental, and vision., • Paid time off and holidays., • Opportunities for professional development, including AI training and certifications., • Remote/Hybrid work flexibility with a supportive, innovative team culture. Why Join Iserv? If you're an IT enthusiast who's excited about AI's potential to revolutionize supportfrom automating routine tasks to predicting issues before they arisethis is your chance to grow with a forward-thinking MSP. We value innovation, work-life balance, and empowering our team to explore new technologies. Visit to see how we're shaping the future of IT services.