IT Support Technician I

SOLARITY-posted 2 days ago
Full-time • Entry Level
Des Peres, MO
101-250 employees
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The IT Support Technician I is responsible for providing technical support for hardware, software, cloud-based communication tools (e.g., Zoom Phone), and related peripherals to both internal and external customers. This role involves diagnosing and resolving end-user issues, documenting work in the company’s ticketing system, and assisting in the ongoing maintenance and administration of IT infrastructure systems and assets.

  • Provide front-line technical support to internal and external users across hardware, software, and peripheral technologies.
  • Act as the first point of contact for inbound IT support inquiries, accurately gathering details for effective issue resolution and service request fulfillment.
  • Troubleshoot end-user issues and escalate more complex problems according to established escalation procedures.
  • Clearly document all support activities, including issue descriptions, troubleshooting steps, and resolutions, within the IT ticketing system.
  • Perform routine maintenance and provide general support for IT hardware, software, and peripheral devices.
  • Administer and support internal and vendor-managed software applications.
  • Assist in the research, procurement, and lifecycle management of IT equipment and supplies.
  • Install, configure, and deploy IT assets in accordance with departmental inventory control procedures.
  • Support ongoing IT asset inventory tracking and reconciliation efforts.
  • Configure and maintain endpoint management tools, including patching, antivirus, and security updates.
  • Assist in the deployment and administration of mobile devices using Mobile Device Management (MDM) solutions.
  • Support the setup, configuration, and maintenance of cloud-based communication platforms, including Zoom Phone.
  • Participate in a rotating on-call schedule to ensure after-hours support coverage.
  • Adhere to all Solarity IT policies, procedures, and compliance standards.
  • Perform other related duties and support activities as assigned by IT leadership.
  • Demonstrated aptitude for analytical thinking and the ability to independently research, troubleshoot, and resolve technical issues.
  • Strong verbal and written communication skills, with the ability to effectively engage users at all technical levels.
  • Demonstrated attention to detail, with strong organizational and problem-solving skills.
  • Ability to manage multiple tasks and adapt to shifting priorities in a fast-paced environment.
  • A strong commitment to delivering positive user experiences and providing responsive, empathetic support.
  • Working knowledge of systems and platforms including directory services, email systems, VoIP or cloud-based phone solutions, and mobile operating systems (iOS, Android, Windows).
  • Experience with operating system imaging and deployment tools (e.g., automated provisioning and endpoint configuration).
  • Familiarity with platforms used for ticketing, knowledge management, and team communication.
  • Experience supporting users in virtual desktop or desktop-as-a-service (DaaS) environments.
  • Exposure to IT operations tools used for alerting, patch management, mobile device management (MDM), and software deployment.
  • Ability to work collaboratively with cross-functional teams and contribute to continuous improvement of support processes.
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