IT Support Technician I

Position Overview

The IT Support Technician I is responsible for providing technical support for hardware, software, and cloud‑based communication tools (e.g., Zoom Phone) 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.

Key Responsibilities

• 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—in 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.

Required Qualifications

• Demonstrated aptitude for analytical thinking with 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.
• Excellent 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.
• Commitment to delivering positive user experiences and providing responsive, empathetic support.

Preferred Qualifications

• 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.

About Solarity

Solarity improves the accuracy, accessibility, and interoperability of electronic medical records through innovative, service‑backed technology that captures and indexes healthcare documentation. Our solutions convert any healthcare document into properly formatted and indexed EMR data, helping customers save time, improve efficiency, and enhance the value of their EMR investments while allocating labor resources more productively. With over 50 years of experience managing documents for billing and treatment, our customers rely on us for easily implemented, user‑friendly innovations that deliver powerful, continuously improving results, along with flexible delivery models for healthcare organizations of all sizes and specializations.

Solarity is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.