Hybrid IT Support Technician-Proactive Technology Management

Job Description

Job Title: Hybrid IT Support Technician

Company: Proactive Technology Management

Location: Grand Rapids, MI

Pay: $65000 – 75000 per year

AI Pay Analysis: The hourly rate for a “Hybrid IT Support Technician” in Grand Rapids, MI, translating to an annual salary of approximately $65,000 to $75,000, is generally competitive and aligns well with industry standards. According to various salary research platforms, the average annual salary for IT support technicians can range from $50,000 to $80,000 depending on experience and specific job requirements, suggesting that this compensation is on the higher end of the spectrum for the region, particularly for a hybrid role that may involve both remote and on-site work. Additionally, the Grand Rapids market has been experiencing growth in the tech sector, which could further validate this salary range as attractive for potential candidates.

Job description:

Proactive Technology Management is seeking an accomplished IT professional to become a valued member of our team. We are in search of a motivated and autonomous IT expert who is adept at communicating effectively within a group of skilled technicians. If you thrive in diverse client environments, delivering exceptional customer service and technical support, this opportunity may be an ideal fit for you. The successful candidate will possess a comprehensive understanding of IT, coupled with a strong sense of accountability that drives them towards ongoing success and personal development. We provide a clearly defined career path that includes opportunities for advancement, increased responsibilities, and competitive compensation. This position requires a comfort level in collaborating closely with multiple clients both remotely and occasionally in person.

Location: This role is tailored for individuals residing in the Grand Rapids area of Michigan.

Proactive Technology Management distinguishes itself through the following attributes:

• Monthly check-ins and annual career path planning
• A structured pathway for career advancement and personal growth
• A fun and collaborative team-oriented environment
• Continuous learning opportunities in technology
• A passionate commitment to IT

The Position:
We are looking for an experienced technician with a proven history of delivering high-quality remote IT solutions. This role will primarily be remote with regular travel. Candidates should have 3-7 years of experience at or above Tier 3-level support, or in a specialist capacity. If you enjoy engaging with a variety of individuals daily and excel in dynamic problem-solving situations, this role could align perfectly with your career aspirations.

What to Expect in Your First 30 Days:

Week 1 – Shadowing and Learning:
You will be introduced to our team, processes, and accounts, ensuring thorough understanding of our systems and their applications. This week will be dedicated to shadowing team members during larger projects and attending the call queue, while also starting to track your time via our ticketing system (ConnectWise Manage).

Week 2 – Shadowing and Initial Responsibilities:
Following your introductory phase, you will transition into a more active role, assisting in troubleshooting and managing remote projects. Your responsibilities will include addressing a few remote support tickets and liaising with your team. By the end of Week 2, we aim for you to have practical experience in client interactions and remote troubleshooting.

Weeks 3 and 4 – Active Engagement and Observation:
As the 30-day mark approaches, you should feel confident engaging with the call queue, managing tickets, and maintaining consistent time tracking. A 30-day check-in will assess your comfort level in these responsibilities and clarify job expectations.

Your target for billable hours will escalate weekly during your first month:

• Week 1: 0 hours (time is tracked)
• Week 2: 12 hours
• Week 3: 20 hours
• Week 4: Your established target (26, 28, or 30 hours)

Requirements:
This fast-paced and dynamic role demands a strong foundation in Networking, Office 365, Windows Desktops, Windows Servers, Active Directory, and Security. Proficiency in troubleshooting, implementation, and installation is crucial for success in this position.

Must Have:

• A minimum of 4 years of experience in an IT Support role
• At least 4 years of experience with Office 365 and Windows Server
• Firewall troubleshooting experience (Sophos, Cisco, SonicWall, WatchGuard)
• Network setup experience (installation of APs, switches, and firewalls)
• Knowledge of virtualization and networking
• Exceptional customer service skills

Good to Have:

• Bachelor’s degree
• Relevant IT certifications
• Experience in a Managed Service Provider (MSP) environment
• Leadership experience

Responsibilities:

• Setting up customer networks (from cloud to keyboard)
• Windows Server installation
• Configuration maintenance
• Ongoing support for access points, firewalls, and switches
• Remote troubleshooting for clients
• Regular Monday to Friday schedule, with one Saturday per month for the first 18 months

Benefits:

• Comprehensive medical benefits
• Two weeks of paid vacation
• Full-time employment
• Dental and vision insurance
• 401(k) matching program

Job Posting Date: Thu, 06 Mar 2025 23:19:34 GMT

Apply now!