IT Technical Support Specialist I

At Sunlighten, we're not just about infrared saunas-we're on a mission to improve lives through innovative health and wellness solutions. As a global leader in infrared sauna therapy, we are expanding our Leawood, KS-based IT team and need a tech-savvy and eager problem solver to join us as an IT Technical Support Specialist I.

As our IT Technical Support Specialist I, you will provide front-line technical support for all of Sunlighten’s IT infrastructure. Based locally in the Kansas City Metro Area, you’ll have the opportunity to support five global locations, including our headquarters, Sunlighten Day Spa, UK location, our warehouse, and our team in India. In this role, you will serve as the front-line hero-solving help desk cases and ensuring end users are running efficiently. Your responsibilities will include supporting team members through the onboarding/offboarding process, maintaining related equipment, accessories, and software, and ensuring cases and correspondence are evaluated, resolved, and documented through multiple channels.

From our Kansas City roots to our growing global presence-you'll help drive Sunlighten’s 25-year legacy in the wellness industry, which is projected to reach $7 trillion by 2026. If you're eager to jump in, collaborate with teams around the world, and keep our technology running smoothly, we want to hear from you!

Duties/Responsibilities: 

• Provide front-level support to all employees through various channels, such as phone, email, chat, remote desktop services, and other applications.
• Monitor IT Help Desk and respond quickly to incoming cases regarding end-user issues.
• Diagnose, troubleshoot, and resolve malfunctions of devices/software used by Sunlighten end users using RMM.
• Install, configure, and upgrade PCs and related hardware for new hires and existing users, ensuring smooth transitions.
• Maintain user PCs, including upgrades and configuration as needed, or requested by Network Administrator or Director or IT.
• Ensure all equipment, related accessories, and software remain in top working condition (PCs, printers, servers, monitors, keyboard, mouse, hard drive, headsets, etc.).
• Onboard & offboard end users efficiently and without errors.
• Communicate with Tech Support II & III to resolve complex technical issues and coordinate resolutions.
• Properly escalate unresolved queries to the next level of support as appropriate (IT Help Desk II+, Vendors, etc.) and track and communicate on status and resolutions.
• Evaluate and document responses regarding technology events/issues, end-user issues, and requests through multiple channels not limited to but including cases, phone, emails, and on-site.
• Ensure proper recording of cases, documentation, and case closure.
• Keep up with Sunlighten’s evolving technology, tools, and processes to continuously improve support services.
• Remain current on computer support process and proactively seek new solutions to enhance IT support efficiency.
• Attend weekly IT syncs and prepare to report status of all help desk cases during meetings.
• Work rotating schedule/on-call as needed.
• Take on other tasks & duties as assigned by Director of IT.

Education and Experience: 

• 2+ years’ prior Help Desk or Technical Support experience, providing direct assistance to end users with laptops, headsets, hardware, software, and other devices.
• Knowledge of general network troubleshooting, remote management tools, centralized patch management, Microsoft Active Directory (AD), helpdesk software (e.g., ConnectWise, Freshdesk), Office 365 administration, and Windows Imaging/InTune is highly preferred.

Skills/Abilities:

• Adaptability and flexibility in response to changing demands or case complexities.
• Strong analytical and troubleshooting skills to quickly identify root causes and implement solutions.
• Excellent interpersonal and communication skills to provide positive user experiences.
• Ability to work on-call weekends, holidays and evenings as needed. 

Salary starting at ~$55K/year with potential for higher compensation based on experience.

• Competitive Paid Time Off Policy + Paid Holidays + Floating Holidays
• Fully Equipped Fitness Center On-Site
• Lunch Program featuring a James-Beard Award Winning Chef
• Health (HSA & FSA Options), Dental, and Vision Insurance
• 401(k) with company contributions
• Profit Sharing
• Life and Short-Term Disability Insurance
• Professional Development and Tuition Reimbursement
• Associate Discounts on Saunas, Spa Products and Day Spa Services