IT Support Specialist Job at UTEC in Eastpointe

Overview

UTEC IT Services is seeking a dedicated IT Support Specialist to join our onsite support team at a local school district. This role provides first-line technical support to all staff, ensuring timely resolution of IT issues, effective ticket management, and ongoing monitoring of district technology systems. The IT Support Specialist will work closely with the Systems Support Engineer, Technology Coordinator, and remote support teams to maintain a secure, reliable, and efficient technology environment.

Responsibilities

• End-User Support: Provide helpdesk support to district staff for hardware, software, and network-related issues.
• Respond to and resolve tickets within defined service levels (3-hour response standard).
• Assist users with supported applications (Microsoft Office/365, Google Workspace, web browsers, Adobe, etc.).
• Support district-owned devices: desktops, laptops, Chromebooks, iPads, Mitel phones, printers, copiers, projectors, smartboards, and flat panel displays.
• Deliver basic staff training and guidance on supported software/hardware when needed.

System Monitoring & Maintenance

• Monitor alerts, servers, firewalls, and network equipment; escalate issues as required.
• Perform automated and manual maintenance tasks on computers and servers.
• Apply patches, updates, and firmware under the direction of the Technology Coordinator.
• Assist with inventory management of technology assets.

Infrastructure Support (Basic/Level I)

• Troubleshoot basic connectivity issues for Cisco switches, Cisco Meraki wireless access points, and FortiGate firewalls.
• Perform basic troubleshooting of security cameras (connectivity only).
• Provide initial support for Windows servers (Active Directory, DNS, DHCP, Print Services) under guidance of the Technology Coordinator.
• Assist in managing Google Workspace (user accounts, Chrome devices, Gmail policies, etc.).
• Support backup monitoring, endpoint security, MFA solutions.

Documentation & Reporting

• Maintain accurate ticket updates, time entries, and resolution notes in Ticketing System.
• Document troubleshooting steps, processes, and knowledge for future reference.
• Provide input to monthly service metric reporting.

Qualifications

• 1+ year of IT support/helpdesk experience (internship, school district, or MSP environment preferred).
• Working knowledge of Windows and Chrome OS devices.
• Familiarity with Office 365, Google Workspace, and common end-user applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

• Experience with ConnectWise RMM, Connectwise PSA, or similar RMM/ticketing systems.
• Basic understanding of networking (Cisco switches, firewalls, wireless access points).
• Knowledge of Active Directory, DNS, DHCP, and Group Policy.
• Exposure to endpoint security and backup tools (SentinelOne, ThreatLocker, Veeam).

Benefits of Joining UTEC IT Services

• Full-time onsite position with stable work schedule.
• Hands-on experience across a wide range of IT systems and environments.
• Professional growth opportunities through collaboration with senior technicians and exposure to enterprise-level tools.
• Opportunity to directly support and impact the learning environment.