Tier 1 IT Support Technician

Job Description

Job Description

Tier 1 IT Support Technician
Location: Portage/Kalamazoo, Michigan
Job Type: Full-time
Division: Information Technology/Managed Services

About the Role:
We’re seeking a motivated and adaptable Tier 1 Technician to join our growing MSP team. This entry-level position is ideal for someone who wants to build hands-on experience in IT support while contributing to a fast-paced, service-driven environment.

As a Tier 1 Tech, you'll be the first point of contact for client support issues, handling day-to-day troubleshooting, basic system administration, and end-user requests. You'll also have opportunities to assist on projects and grow into more advanced responsibilities as we continue expanding our managed services division.

What You'll Do:

• Respond to and triage client tickets related to hardware, software, printers, email, and connectivity issues.
• Troubleshoot Microsoft 365 issues (login problems, email delivery, basic Exchange admin tasks).
• Perform workstation setups, OS imaging, and account provisioning.
• Document troubleshooting steps, resolutions, and follow-up actions in our Ticketing/RMM/PSA system.
• Escalate complex issues appropriately to Tier 2 or other appropriate escalation point.
• Provide a friendly and professional client experience even when the technology gets tricky.

What You Should Bring:

• Foundational understanding of Windows 10/11, Microsoft 365, and basic networking
• Familiarity with common troubleshooting tools (Command Prompt, Device Manager, Task Manager)
• Eagerness to learn and take initiative when presented with something unfamiliar
• Strong written and verbal communication skills
• Ability to work both independently and within a small, agile team
• Bonus: Exposure to Active Directory, Azure AD, DNS, or basic scripting

Ideal Candidates Are:

• Early-career IT professionals or recent grads from tech programs
• Self-starters who enjoy solving puzzles and picking up new tools
• Interested in growing into more advanced MSP roles (projects, cloud, networking)
• Excited to help build a supportive, process-driven service team from the ground up

D.L. Gallivan Office Solutions is a dynamic technology organization with a great team of driven individuals. We are a highly award Kyocera Dealer of Multifunctional Copiers and Printers. We have recently introduced a new IT support division to offer our customers a more complete
experience. Our reputation in our market is second to none.

Company Description

D.L. Gallivan Office Solutions is a dynamic technology organization with a great team of driven individuals. We are a highly award Kyocera Dealer of Multifunctional Copiers and Printers. We have recently introduced a new IT support division to offer our customers a more complete \r\nexperience. Our reputation in our market is second to none.