Service Desk Technician - West Michigan IP Consulting, Inc. - 4.0 Grand Rapids, MI Job Details Full-time $20 - $30 an hour 1 day ago Benefits Health savings account Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Qualifications Non-technical user support Cloud identity and access management (IAM) Customer communication Windows High school diploma or GED Bachelor's degree Cloud-based systems Cloud service support Azure AD Customer support ticket management IT Desktop administration CompTIA Security+ Intune Full Job Description General Description IP Consulting, Inc.'s mission is to be the trusted advisor that provides excellent customer service while helping organizations use technology to lower the barriers of communication and demonstrating how technology can be used to be more efficient and profitable. Some of the key values of IP Consulting Inc. include honesty and integrity, value-based relationships, excellence, accountability, commitment, trust, expertise, and innovation in all of our work product and relationships including our customers, colleagues, business partners and vendors.

We will:

• Keep our commitments
• Demonstrate our expertise by always finding a way to get things done
• Be accountable to our customers and ourselves
• Demonstrate a passion for quality
• Strive to deliver a "wow" factor to our customers in each encounter
• Adhere to sound fiscal policies to ensure long-term financial stability All IP Consulting Inc.

's employees are responsible for exhibiting our values and championing our mission. Our employees are responsible for growing and developing the organization's perception with new and existing customers. This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service. You must be able to develop, document and communicate problems, solutions, and processes, in a clear and concise manner. You will normally work about 40 hours a week, but if customer schedules necessitate, extended hours will be required. This is a fully remote position open to qualified candidates residing in eligible U.S. states. Due to varying state employment regulations, we are unable to hire from the following states at this time: Alaska, Arkansas, California, Colorado, Connecticut, Hawaii, Illinois, Louisiana, Maine, Massachusetts, Montana, Nebraska, New Jersey, New Mexico, New York, North Dakota, Ohio, Oregon, Pennsylvania, Rhode Island, Washington, and Wyoming. We encourage applications from diverse backgrounds in permitted locations.

POSITION SUMMARY

The Service Desk Technician I serves as the first point of escalation for technical support requests received from co-managed clients and their internal IT support teams. This role is responsible for the accurate triage, documentation, initial troubleshooting, and timely resolution or escalation of service tickets in accordance with established Service Level Agreements (SLAs). The Service Desk Technician I plays a critical role in client satisfaction, service delivery quality, and overall MSP operational performance.

RESPONSIBILITIES

Ticket Triage & Intake:

Receive, review, categorize, and prioritize project and service tickets escalated from clients via the PSA (Professional Services Automation) platform; assess urgency, impact, and complexity against defined SLA tiers.

Initial Troubleshooting & Resolution:

Perform first-level diagnosis and resolution of technical issues related to end-user hardware, software, operating systems, connectivity, user accounts, and peripheral devices using standard troubleshooting methodologies.

Remote Support Delivery:

Utilize RMM (Remote Monitoring & Management) and remote access tools to deliver timely, efficient remote technical support to end users and resolve incidents with minimal disruption to business operations.

Documentation & Ticket Management:

Maintain accurate, thorough, and timely documentation of all diagnostic steps, actions taken, and resolutions within the PSA ticketing system; ensure ticket records are updated in real time throughout the support lifecycle.

Escalation Management:

Identify incidents that exceed Level 1 scope and escalate to Level 2 or Level 3 technicians according to established escalation procedures; provide clear, complete handoff notes to reduce resolution time.

SLA Adherence:

Monitor personal ticket queue to ensure response, update, and resolution targets are met in compliance with client SLA requirements; proactively communicate delays or blockers to the Service Desk Manager.

End-User Communication:

Provide professional, timely, and empathetic communication to end users and client-side IT contacts throughout the support process; manage client expectations and provide status updates as required.

Knowledge Base Contribution:

Document recurring issues and their resolutions; contribute to and maintain internal knowledge base articles to support team efficiency and consistency.

Account & Access Management:

Perform routine user account management tasks including password resets, account unlocks, permissions adjustments, and onboarding/offboarding activities within Active Directory, Microsoft 365, and other authorized platforms.

Security Awareness:

Follow and enforce security policies and procedures; recognize and report potential security incidents (phishing, malware, unauthorized access) according to established protocols. Microsoft Intune -

Endpoint Device Management:

Utilize Microsoft Intune (via the Intune Admin Center) to perform Tier 1 device management tasks including reviewing device enrollment status, verifying device compliance policy results, confirming configuration profile assignments, and initiating basic remote actions (lock, sync, retire) as authorized. Escalate non-compliant or unenrolled device issues to Tier 2 with complete documentation of device state and policy assignments. Microsoft Entra ID -

Identity & Access Management:

Perform routine user lifecycle management tasks within Microsoft Entra ID (the cloud-based identity platform formerly known as Azure Active Directory), including password resets, account unlocks, MFA enrollment assistance, group membership reviews, and conditional access policy interpretation. Maintain working knowledge of the relationship between on-premises Active Directory Domain Services (AD DS) and Microsoft Entra ID in hybrid environments, including understanding of directory synchronization via Microsoft Entra Connect. On-Premises Active Directory (AD DS): Perform standard Active Directory Domain Services tasks including user and computer account management, OU structure navigation, group policy result review (gpresult), and

DNS/DHCP

basic troubleshooting within the Windows Server environment for co-managed clients who maintain hybrid identity infrastructure. Microsoft Purview -

Compliance & Information Protection Awareness:

Maintain foundational awareness of Microsoft Purview capabilities as they relate to end-user support, including understanding sensitivity labels applied to documents/emails, recognizing Data Loss Prevention (DLP) policy alerts that affect end users, and escalating suspected data compliance incidents (e.g., blocked email, restricted file access) to the appropriate compliance or Tier 2 team with accurate documentation.

After-hours on-call support:

IP Consulting provides 24/7 coverage for its clients; this position is required to be "on-call" on a rotating basis.

General Requirements Required:

• High School Diploma or GED equivalent required
• Cisco Certified Support Technician (CCST) OR Azure Fundamentals (AZ-900) (or ability to obtain within 120 days of hire)
• Proficiency with Microsoft Windows 10/11, Microsoft 365, Microsoft Entra ID (formerly Azure AD), and on-premises Active Directory Domain Services (AD DS); basic familiarity with Microsoft Intune device management and Microsoft Purview compliance concepts
• Strong verbal and written communication skills; ability to convey technical concepts to non-technical users
• Ability to manage multiple open tickets simultaneously in a fast-paced environment
• Passion for IT, and desire to learn more about the field and grow with the profession

Preferred:

• CompTIA Network+ or Security+ certification
• CCST, MCSE, Fortinet Certified Associate (FCA)
• 6 months - 2 years of hands-on IT support or help desk experience
• Bachelor's Degree in Information Technology or related field
• Experience working in a Managed Service Provider environment
• Familiarity with PSA tools (e.g., ConnectWise Manage, Autotask, HaloPSA)
• Familiarity with RMM platforms (e.g., ConnectWise Automate, NinjaRMM, Datto RMM)
• Experience supporting co-managed IT environments
• Working knowledge of ITIL frameworks and service desk best practices

Pay:

$20.00 - $30.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Paid time off Vision insurance Application Question(s): Ability and willingness to be "on-call" during non-standard hours (Nights, Weekends, Holidays) Ability to travel to customer locations throughout West Michigan (Mileage is Reimbursed) You have a passion for IT and Computers in General; and a willingness to learn more about all things IT related.

Work Location:

Remote