Job Description

About the Role

Our mission is to empower each other to ignite a story through memorable experiences in Kalamazoo. At our company, we lead with integrity, put our guests at the heart of everything we do, and believe the best ideas come from collaboration. We are a team of curious minds who celebrate wins big and small together.

As an IT Support Engineer, you will be part of a proactive team that does not just fix things. We deliver end-to-end IT services, follow ITIL best practices, and drive continuous service improvement. You, along with another IT Support Engineer, will serve as the primary point of contact for end-user support. From setting up equipment to troubleshooting technical hiccups, you will help keep our IT infrastructure running smoothly. If you thrive in fast-paced environments, enjoy solving problems, and can translate “tech speak” into plain English, you might be the perfect fit. This position reports to the Technology Operations Manager.

Key Responsibilities

Technical Support & Troubleshooting

• Serve as the first point of contact for incidents and service requests.

• Support 550+ devices across Windows, Chrome OS, and iOS platforms.

• Troubleshoot and resolve hardware, software, and connectivity issues across devices and networks.

• Provide end-user support for PCs, mobile devices, digital signage, and peripherals.

• Follow ITIL-aligned practices for incident, request, and problem management.

Device & Systems Deployment

• Set up, configure, and maintain IT equipment such as workstations, phones, and peripherals.

• Assist with rollouts, updates, and ongoing maintenance of hardware, software, and infrastructure.

User Account & Access Management

• Administer user accounts and permissions using Active Directory, Entra ID, and Google Workspace.

• Support onboarding and offboarding by provisioning accounts, configuring equipment, and providing initial IT training to new hires.

Documentation & Knowledge Sharing

• Document technical issues, resolutions, and SOPs in the internal knowledge base.

• Contribute to continuous improvement of support documentation and internal processes.

Support & Additional Duties

• Act as a liaison between internal teams and external vendors to ensure effective communication and issue resolution.

• Participate in an on-call rotation (currently once every seven weeks) for after-hours support.

• Perform other duties as assigned by the Operations Manager.

What You Need for this Position

Required:

• 1–2 years of experience in Level 1 or Level 2 IT support.

• Proficiency in Windows and Chrome OS environments.

• Experience with Active Directory, Microsoft Entra ID, and Google Workspace.

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

• Experience using ticketing systems to manage and resolve support requests.

• Excellent communication and problem-solving skills.

• Strong organizational skills and a disciplined approach to multitasking and following internal processes.

• A customer-first mindset and commitment to delivering high-quality support.

Preferred:

• Experience working in multi-platform environments (Windows, macOS, Chrome OS, iOS).

• Familiarity with Mitel or similar VoIP phone systems.
• Understanding of ITIL best practices for IT service management.
• Relevant certifications such as:
• CompTIA A+
• HDI-SCA

WHAT’S IN IT FOR YOU:

• At Greenleaf Hospitality Group, we believe great events are created by people who feel supported, trusted, and empowered. We value curiosity, collaboration, and doing the right thing—for our guests and for each other.

• Annual Bonus Program

• Clear growth paths within GHG Events or broader GHG leadership roles

• The opportunity to represent one of Michigan’s most respected hospitality companies

• Robust Employee Assistance Program providing a wide range of services including up to 7 free counseling sessions per year

• Health and Wellness reimbursement up to $600 annually for items like massages, gym memberships, running shoes, etc.

• 10% Discount on GHG outlets

• Remote work program offering up to 5 days per month remote work, based around scheduled site tours and event support.

• Complimentary access to Employee Cafeteria for one meal each day

• Parental Leave Program

• 401(k) with 100% match up to 3%

• Medical/Dental/Vision