Hybrid IT Support Technician – Managed Services

at The Iserv Company

• Job title: IT Support Technician – Managed Services
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $20 - $25 per hour
• Degree requirement: Associate's Degree
• Tech skills: Azure, DNS, Firewalls, TCP/IP
• Location requirements: Hybrid, Grand Rapids, United States

About the role

• IT Support Technician delivering technical support and troubleshooting expertise in AI-integrated environments. Supporting clients using innovative technologies for operational efficiency.

Responsibilities

• Deliver exceptional technical support focused on first-call resolution.
• Incorporate AI tools (e.g., generative AI or automated scripting) to enhance troubleshooting efficiency.
• Participate in a tiered structure, managing vendor escalations while exploring AI-driven solutions for complex issues.
• Perform recurring tasks using AI-powered analytics to proactively identify and resolve potential system events before they impact the client.
• Configure and troubleshoot systems with an eye toward AI-enhanced threat detection, patch management, and predictive security.
• Deliver timely, professional updates to clients and internal teams, utilizing AI-assisted communication tools for streamlined reporting.
• While primarily working in a remote capacity, you will occasionally work onsite at customer locations to install firewalls, switches, and access points, or act as "Smart Hands" for remote engineers.
• Contribute to special projects, such as piloting new AI features within our support ecosystem.

Requirements

• 2+ years of experience supporting Windows 10/11 and Microsoft 365 in business environments
• Strong understanding of TCP/IP fundamentals (DNS, DHCP) and basic network optimization
• Proficiency in Microsoft Exchange administration and Windows system management tools
• Familiarity with antivirus, malware protection, and interest in AI-based security technologies
• A process-driven approach to troubleshooting with an interest in ChatGPT, Copilot, or custom AI scripts for IT tasks
• Performance-driven accountability with excellent interpersonal and written communication skills.
• Minimum 2+ years in IT infrastructure support (MSP environment preferred).
• Certifications (One or more preferred): CompTIA A+, Network+, or Security+ Microsoft Certified (Azure Fundamentals or MS-900) AI-related certifications (Google AI Essentials or Microsoft AI-900) are a significant plus.
• Valid Driver’s License and a reliable personal vehicle (for occasional onsite visits).
• Reliable high-speed internet and a dedicated, professional home office workspace.

Benefits

• Competitive hourly pay
• Comprehensive medical/dental/vision coverage
• Paid time off
• Opportunities for professional development