IT Support Technician

Lightedge•Kansas City, MO

About The Position

Lightedge is seeking an IT Support Technician to support employee technology needs and independently complete standard IT tasks within established procedures and assigned authority. As a primary point of contact, this role helps create a positive employee experience by providing responsive, solutions-focused support and treating each employee interaction with care, respect, and ownership. Responsibilities include diagnosing and resolving routine and moderately complex hardware, software, access, endpoint, and connectivity issues. The role also supports employee onboarding and offboarding, identity and access administration, endpoint management, software deployment, IT asset management, and routine systems administration tasks. End-user support and service delivery remain the primary focus. The role uses approved AI-assisted tools and automation to improve productivity, documentation, and service quality while remaining accountable for accuracy, security, and outcomes.

Requirements

Zero to three years of experience in help desk, service desk, desktop support, technical support, or a similar role. Relevant education, internships, lab experience, military experience, or customer service experience with technical responsibilities may be considered.
High school diploma or equivalent required; an associate degree, technical training, or comparable professional experience is preferred.
Foundational knowledge of Windows and macOS, common computer hardware, peripherals, mobile devices, and business applications.
Ability to troubleshoot common technical issues and apply a structured approach to moderately complex problems involving software installation, device performance, printers, Wi-Fi, VPN, web applications, Microsoft 365, and account access.
Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, and remote access.
Familiarity with Active Directory, Microsoft Entra ID, Microsoft 365 administration, Microsoft Intune, Jamf Pro, endpoint security tools, or similar enterprise platforms is preferred but not required.
Experience with an IT Service Management platform is preferred; ServiceNow experience is a plus.
Ability to follow technical documentation, security procedures, approval requirements, and escalation paths.
CompTIA A+, Microsoft, Apple, ITIL Foundation, or other relevant certifications are preferred but not required.
Interest in building skills across end-user support, endpoint management, identity and access administration, automation, security, and responsible use of AI-assisted tools.
Exhibits exceptional customer service through patience, empathy, professionalism, and a commitment to accurate, timely support that helps employees succeed.
Listens actively, asks effective questions, communicates clearly and respectfully, and explains technical concepts in understandable terms.
Approaches troubleshooting with curiosity and structure, resolving routine work independently and seeking assistance when needed.
Demonstrates dependability, adapts to changing priorities, pays close attention to detail, and follows commitments through completion.
Works collaboratively with a positive attitude, accepts feedback, shares knowledge, and contributes to team success.
Demonstrates honesty, accountability, and sound judgment by raising concerns, acknowledging mistakes, and remaining professional under stress.
Embraces learning and practical innovation, including responsible use of approved AI-assisted tools and automation.

Nice To Haves

Associate degree, technical training, or comparable professional experience is preferred.
Familiarity with Active Directory, Microsoft Entra ID, Microsoft 365 administration, Microsoft Intune, Jamf Pro, endpoint security tools, or similar enterprise platforms is preferred but not required.
Experience with an IT Service Management platform is preferred; ServiceNow experience is a plus.
CompTIA A+, Microsoft, Apple, ITIL Foundation, or other relevant certifications are preferred but not required.

Responsibilities

Serve as a primary point of contact for Lightedge employees seeking technical assistance through the IT Service Management (ITSM) platform and approved support channels.
Diagnose, troubleshoot, and resolve routine and moderately complex issues involving corporate-owned Windows and macOS devices, hardware, peripherals, standard software, Microsoft 365 applications, web applications, printers, Wi-Fi, VPN, conference room technology, and other supported services.
Provide professional, customer-focused remote and in-person support to employees with varying levels of technical knowledge.
Own assigned incidents and service requests through resolution or successful transfer, prioritizing work based on service expectations, impact, urgency, and business need.
Respond promptly to assigned tickets in accordance with established service expectations.
Provide timely, clear, and consistent updates on status, next steps, and resolution.
Maintain clear, accurate, and timely documentation of the reported issue, troubleshooting, status, employee communication, and resolution.
Coordinate clearly and professionally with peers, other internal teams, vendors, and relevant stakeholders during troubleshooting, escalations, handoffs, projects, and issue resolution.
Guide employees in using supported technology, self-service tools, and published knowledge resources.
Identify recurring issues and recommend documentation, self-service, AI-assisted, or automated improvements to reduce repeat support demand.
Participate in scheduled after-hours or on-call support after appropriate training, as assigned.
Independently perform approved identity and access tasks within assigned permissions, including user account creation, updates and deactivation, password resets, account unlocks, multi-factor authentication support, license assignment, and group membership changes.
Complete account and access tasks for onboarding, role changes, and offboarding accurately and on time.
Troubleshoot common authentication, sign-in, and access issues in Active Directory, Microsoft Entra ID, Microsoft 365, and supported SaaS applications.
Verify identity and required approvals before provisioning or modifying access.
Escalate privileged access, policy exceptions, and other non-standard or higher-risk changes to the appropriate team or approver.
Configure, deploy, replace, and recover corporate Windows and macOS devices, accessories, and standard software according to documented procedures.
Perform routine endpoint administration through Microsoft Intune, Jamf Pro, and related tools, including device enrollment, synchronization, application deployment and removal, configuration troubleshooting, and compliance remediation.
Troubleshoot endpoint management and security agent issues, collect relevant logs or device information, and escalate platform, policy, or complex configuration issues.
Perform approved hardware and software upgrades in accordance with lifecycle, patching, and security standards.
Manage assigned IT asset lifecycle activities, including receiving, inventory tracking, assignment, transfer, repair coordination, recovery, return, and disposal.
Maintain accurate hardware, software, and license records in the designated system of record.
Coordinate warranty repairs, equipment replacements, and return shipments while keeping employees informed of status and timelines.
Perform standard tasks across Microsoft 365, SaaS, endpoint, and related systems within documented procedures and assigned authority.
Use approved AI-assisted tools, scripts, automation, and standard utilities to improve troubleshooting, documentation, and knowledge creation and to streamline repeatable tasks. Validate AI-assisted output before use, remain accountable for results, and follow company security, privacy, data-handling, and approved-tool requirements.
Gather information and logs and perform basic health checks, testing, and validation to support troubleshooting and planned changes.
Support Internal IT projects, pilots, migrations, and service improvements through assigned implementation, testing, documentation, and employee support.
Assist with more advanced endpoint, identity, infrastructure, automation, and platform administration as assigned.
Author, maintain, and share Knowledge Base Articles (KBAs), troubleshooting guides, and Standard Operating Procedures (SOPs).
Recommend practical ways to improve the employee experience, reduce repeat issues, simplify processes, and automate repeatable work responsibly.
Actively participate in training and cross-training, share knowledge, and help strengthen capability across the team.
Follow Lightedge security, access control, change management, data-handling, approved technology, and standard operating requirements.
Support compliance and audit activities by gathering requested evidence, validating records, completing assigned remediation tasks, and coordinating with Security, Compliance, and other teams as needed.
Protect confidential employee and company information.
Recognize and promptly report suspected security incidents, phishing attempts, malware, unusual account activity, or other security concerns.