Onsite Support Technician

Location: Ann Arbor, Michigan

Role Purpose

The Onsite Support Technician provides technical support in person/onsite or by phone, as assigned. This role is responsible for following documented support procedures, performing hardware repair and replacement, and maintaining ticket SLAs.

Key Responsibilities

• Document all time daily (activities, projects, tickets) in the ticketing system at the time work is performed
   
• Ensure in-progress tickets are handed off and fully documented before the end of shift
   
• Escalate issues as documented in IT Glue
   
• Document new customer findings by creating or updating articles in IT Glue
   
• Update firmware and drivers on devices, including laptops, computers, and printers
   
• Create part order forms and track inbound items
   
• Build client rapport during onsite assignments through in-person troubleshooting, site walkthroughs, FaceTime, and related activities
   
• Work exclusively at assigned client locations, including commuting and walking to and from client buildings as required by service requests
   

Performance Expectations

• Maintain established ticket SLAs as defined by the Manager
   
• Maintain established CSAT score as defined by the Manager
   
• Submit timesheets for the current week by end of shift on Friday
   
• Manage physical inventory
   
• Work and document established billable hours each week
   
• Meet annual goals and objectives as set in the HRIS and reviewed quarterly
   

Technical Proficiencies

• Ticketing software for incident management and time allocation
   
• Hardware: Basic knowledge of repair and parts replacement for laptops, computers, and printers
   
• Software: Basic knowledge of firmware and driver updates on devices
   
• Communication tools: Microsoft Office and Teams
   
• Additional software as assigned
   

Physical Requirements

• Ability to use hands to manipulate, handle, feel, and control equipment
   
• Ability to talk, hear, see, read, and interpret written documents
   
• Ability to occasionally lift and move objects weighing up to 25 pounds
   
• Must be able to meet these requirements with or without reasonable accommodation

Why Join Skynet? 

Skynet Innovations, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. 

Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. 

We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together. 

A Team Environment Built for Growth 

Joining Skynet Innovations means working alongside IT specialists supporting complex, enterprise environments. As part of the Blue Alliance network, you gain access to a community of hundreds of peers and experts across the country. This means more opportunities for learning, professional development, and career advancement without losing the close-knit feel of a smaller team. 

You’ll enjoy the best of both worlds: 

• The autonomy and client engagement typical of a local MSP 
• The resources, support, and structure of a leading national IT services organization 

A Unique Opportunity Through Blue Alliance 

As a Blue Alliance partner company, Skynet Innovations provides team members with unmatched opportunities to learn, lead, and succeed. Each company in the network maintains its unique identity while working toward shared goals. If you’re looking to make a meaningful impact and grow your career in a supportive, future-focused environment, this is the place for you. 

Benefits of working at Skynet Innovations: 

• Be part of a fun, awesome team 
• 9 paid holidays 
• 401K Retirement with matching contributions 
• Excellent medical, vision and dental insurance 
• Life insurance and disability insurance 
• Cell phone stipend 
• 3 weeks PTO 

Top Reasons our Employees Love Being Part of the Blue Alliance Family: 

1. Entrepreneurial Culture 
2. Fast-paced Flow, with a Variety of Projects 
3. Collaborative Work Environment 
4. Training & Certifications  
5. Career Growth Opportunities