Job Title: IT Support Specialist
Location: Midland, MI
Department: Managed Services
Reports To: Service Desk Manager
Employment Type: Full-Time
About Us
Ironstack Technology is a growing Managed Service Provider (MSP) delivering secure, reliable, and scalable IT solutions to small and mid-sized businesses. Our IT Support Specialists are the frontline of client support, providing responsive service across Windows environments, Microsoft 365, endpoints, and user systems.
Position Summary
The IT Support Specialist is responsible for providing day-to-day technical support across client environments, including Windows Server, Active Directory, Microsoft 365, desktop systems, and basic networking troubleshooting.
Key ResponsibilitiesSystems & Server Support
● Support and maintain Windows Server environments
● Manage and troubleshoot:
Active Directory (users, groups, permissions)
○ Password resets and account lockouts
○ Basic Group Policy issues
○ DNS and DHCP troubleshooting
● Assist with server patching and monitoring (under guidance when needed)
● Support file shares, permissions, and printer services
Microsoft 365 & Cloud Support
● Administer and support Microsoft 365, including:
○ Exchange Online
○ Teams
○ SharePoint Online
○ OneDrive
● Manage user onboarding/offboarding, licensing, and mailbox setup
● Troubleshoot email delivery, login, and synchronization issues
● Support MFA enrollment and Conditional Access policies (execution vs design)
Desktop & End-User Support
● Provide Tier 1 and Tier 2 support for:
○ Windows and macOS devices
○ Laptops, printers, scanners, and peripherals
● Deploy new workstations and perform hardware replacements
● Troubleshoot software, OS, and application issues
● Support remote users and VPN connectivity (configuration escalated as needed)
Basic Networking Support
● Troubleshoot common network issues:
○ Connectivity problems
○ Wi-Fi access issues
○ IP addressing conflicts
● Perform basic switch port configuration (where documented)
● Validate firewall/VPN issues prior to escalation
● Escalate firewall, SD-WAN, VLAN design, or advanced routing changes to Network Support
Security Response & Incident Support
● Respond to and triage security alerts related to:
○ Endpoint protection
○ Suspicious logins
○ Phishing attempts
● Perform initial containment actions:
○ Disable compromised accounts
○ Force password resets
○ Isolate endpoints (per documented procedures)
● Escalate complex security incidents appropriately
● Assist with documentation of security events and remediation steps
MSP Service Desk Operations
● Respond to support tickets within defined SLAs
● Document issues, resolutions, and configurations clearly
● Communicate professionally with clients regarding status and resolution
● Identify recurring issues and recommend improvements
● Participate in on-call rotation (if applicable)
Required Qualifications
● 1–3 years of experience in IT support or MSP environment
● Experience supporting:
○ Windows 10/11
○ Windows Server
○ Active Directory
○ Microsoft 365
● Strong troubleshooting skills across endpoints and user systems
● Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
● Excellent customer service and communication skills
Security Skills (Preferred)
● Familiarity with MFA, Conditional Access, and account security best practices
● Experience responding to phishing and account compromise incidents
● Basic understanding of endpoint protection / EDR tools
● Ability to follow documented incident response procedures
Preferred Qualifications
● Experience working in an MSP environment
● Familiarity with RMM and PSA platforms
● Experience with hybrid AD / Entra ID environments
- Microsoft or CompTIA certifications
Job Type: Full-time
Pay: From $18.00 per hour
Benefits:
Work Location: In person
