IT Support Technician II

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