IT Specialist

Title: IT Specialist

Reports to: Director of IT Support

Hours: 8:00am – 5:00pm, Monday – Friday (Flexible hours, On-Site)

We are seeking a capable and motivated IT Specialist with hands-on experience supporting users in a managed IT environment. This role is intended for someone who has moved beyond entry-level support and is comfortable owning tickets, working across multiple systems, and supporting end users with minimal supervision. The ideal candidate brings at least one year of professional IT support experience, has exposure to modern endpoint, identity, and SaaS platforms, communicates clearly with non-technical users, and takes accountability for resolving issues end-to-end while maintaining strong documentation standards.

Responsibilities

• Provide day-to-day operational IT support for the organization.
• Own and manage support requests from intake through resolution using the Zendesk Ticketing system.
• Maintain accurate and detailed documentation, records, and support notes in accordance with IT standards.
• Ensure the confidentiality, integrity, and security of company information and systems.
• Prioritize and manage service requests based on urgency, business impact, and operational risk.
• Troubleshoot and resolve hardware and software issues on laptops, desktops, and peripherals, both remotely and on-site.
• Support and troubleshoot iOS and Android devices while ensuring compliance with mobile device management (MDM) policies.
• Assist with onboarding and offboarding activities, including device setup and access changes.
• Collaborate with IT team members on projects such as system upgrades, hardware refreshes, and technology rollouts.
• Clearly communicate technical information to non-technical users at all levels of the organization.
• Continue developing proficiency with new technologies, tools, and systems in a fast-paced
• environment.
• Participate in a rotating on-call schedule to provide after-hours or emergency support as needed.
• Perform other related duties consistent with the scope of the role.

Qualifications and Requirements

• Minimum 1 year of professional experience in an IT support, helpdesk, desktop support, or IT operations role.
• Experience working in a managed IT environment with ticketing systems, documented processes, and defined escalation paths.
• Strong troubleshooting and problem-solving skills across hardware, operating systems, and SaaS applications.
• Professional demeanor with excellent customer service and interpersonal skills.
• Clear verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrated ability to manage multiple tasks, remain calm under pressure, and adapt to changing priorities.
• Strong organizational and time management skills; ability to work independently while knowing when to escalate.
• Willingness to learn and follow IT operational standards related to asset lifecycle management, endpoint security, and incident response.
• Physical ability to lift up to 50 lbs. and assist with workstation, printer, and equipment setup as needed.

Preferred Qualifications

• 1–3 years of experience in helpdesk, desktop support, or IT operations roles.
• Experience with ticketing platforms such as Zendesk, Jira Service Management, or Freshservice.
• Working knowledge of ITIL concepts such as incident, request, change, and knowledge management.
• Proficiency with Microsoft technologies, including Windows 10/11, Outlook, Teams, SharePoint, and OneDrive.
• Exposure to identity and access management systems such as Okta or Azure AD (SSO, MFA).
• Familiarity with MDM/UEM solutions such as Omnissa Workspace ONE, Microsoft Intune, or Jamf.
• Experience supporting cloud-based and SaaS platforms (e.g., Microsoft 365, Salesforce, CRM tools).
• Entry-level certifications such as CompTIA A+, Microsoft 365 Fundamentals, or similar are a plus but not required.
• Ability to independently research, diagnose, and resolve issues across hardware, software, and basic networking layers.
• Familiarity with IT asset management tools and cloud service environments.

Additional Information

Solairus is a private aviation services company that assists aircraft owners with the safe, reliable, and efficient management and operation of their aircraft. Headquartered in the beautiful California Wine Country, Solairus Aviation is a destination employer offering nationwide operating bases, a stimulating work environment, and a range of modern benefits to employees. Our benefits include a generous 401(k) matching program, employee wellness initiatives, and comprehensive health benefits. At Solairus, webelieve our employees are our greatest asset and are committed to providing a professional, supportive, and rewarding employment experience.