IT Support Technician II

Job Description

Job Description

JOB SUMMARY

The IT Support Specialist II is an entry-level technical support role focused on building foundational IT skills while providing first-line assistance to SoLa employees. Under the close supervision of the IT Manager, this role handles basic help desk requests, assists with hardware and software setup, and learns the tools, systems, and processes that underpin SoLa's IT environment. This role is designed for someone early in their IT career who is personable and customer service focused and motivated to grow their technical skills and work toward greater independence and responsibility over time.

ESSENTIAL DUTIES

· Responding to basic help desk requests submitted via phone, email, or ticketing system under supervisor guidance

· Assisting with troubleshooting common hardware and software issues (password resets, printer setup, basic connectivity)

· Logging and tracking support tickets accurately; documenting steps taken and resolutions applied

· Escalating issues that exceed current skill level to the IT Helpdesk Technician or IT Manager promptly

· Assisting with hardware setup, imaging, and deployment of devices for new employees

· Supporting basic software installations and updates under supervision

· Maintaining inventory of IT equipment and supplies

· Assisting with the installation, configuration, and troubleshooting of IP cameras and related network hardware at on-site locations

· Assisting with foundational cybersecurity practices under supervision, such as basic user access management, enforcing password policies, and reporting potential security risks

· Providing friendly, patient, and professional service to all employees

· Shadowing senior IT staff on more complex projects to build knowledge and skills

· Completing other tasks and projects as assigned

Requirements

EDUCATION & EXPERIENCE

· High school diploma or equivalent required; coursework or degree in Information Technology or related field preferred

· 0–1 year of experience in a technical support or IT-related role (internships and academic projects count)

· Basic familiarity with Windows and/or Mac operating systems

· Exposure to common business applications (Microsoft Office, Google Workspace)

· CompTIA A+ certification or currently pursuing is a plus — not required

· Experience with ticketing systems or IT service management tools is a plus — not required

SKILLS & ABILITIES

· Genuine curiosity about technology and a strong desire to learn

· Basic problem-solving skills and willingness to ask for help when needed

· Good communication skills — able to listen carefully and explain clearly

· Patient and empathetic when working with non-technical users

· Organized and detail-oriented; able to track and document work accurately

· Reliable, punctual, and professional

· Ability to work collaboratively and take direction from senior team members

· Willingness to work outside of normal business hours when critical issues arise

Benefits

SoLa Impact offers a comprehensive benefits package that includes paid vacation, medical, dental, vision, and life insurance, as well as pet insurance, sick leave, 10 paid holidays, and bereavement days. This package is designed to provide employees with a range of important benefits that help to support their physical and emotional well-being, while also providing financial protection and peace of mind.

SoLa Impact is an Equal Opportunity Employer. SoLa does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Disclaimer:

SoLa Impact conducts thorough background checks, including education and employment verification, following an offer letter extension. We are committed to upholding the highest standards of integrity throughout our hiring process. Candidates are advised to ensure all information provided in their resume and application is true and accurate. Any discrepancies may affect your eligibility for employment and may result in an offer letter rescindment.

**The submission of your job application certifies that all information provided in this application is true, accurate, and complete to the best of your knowledge. You understand that any false statements, misrepresentations, or omissions—including those related to education or employment history—may result in rescission of an employment offer or termination of employment.**