Systems Specialist I – Onsite Support (Jackson, MI)

About the role

The Systems Specialist I provides high‑quality technical support to end users in a fast‑paced call‑center environment. Based onsite in Jackson, Michigan, the role blends customer service with hands‑on infrastructure work across Windows, cloud and networking technologies.

Key responsibilities

• Deliver onsite and remote end‑user support for desktops, applications and peripherals.
• Serve as the primary escalation point for Tier 2 service‑desk agents.
• Communicate clearly with clients and internal teams to resolve incidents and exceed service expectations.
• Research solutions using available tools, document findings and share knowledge.
• Complete assigned projects, including Microsoft 365 administration and Active Directory tasks.
• Maintain and troubleshoot TCP/IP services such as HTTP, FTP, DNS and DHCP.
• Support firewalls, switches, virtualization platforms and remote‑desktop services.

Required profile

• 2–3 years of technical support or systems analysis experience.
• Strong problem‑solving instincts and ability to work independently.
• Passion for learning new technologies and completing certification curricula.
• Effective communication skills for interacting with clients and team members.
• High school diploma required; associate degree preferred.

Required skills

• Microsoft 365 administration.
• Windows Active Directory and Group Policy management.
• Microsoft Office Suite proficiency.
• TCP/IP services knowledge (HTTP, FTP, DNS, DHCP).
• Exchange Server / M365 mail services.
• Firewalls, switches and basic network security.
• Virtualization and Remote Desktop Protocol (RDP).
• Azure cloud services and Microsoft Azure Fundamentals.
• Google Cloud foundational knowledge.
• Fortinet NSE3 and CompTIA certification (or equivalent).