IT Engineer I - User Solutions Team

About SimpliSafe

SimpliSafe is a high-tech home security company dedicated to protecting homes and fostering career growth. We cultivate a collaborative, innovation-driven, and ego-free culture where employees can find significant opportunities and make a substantial impact. Our mission is to keep Every Home Secure, and we strive to help our employees grow and thrive.

We are expanding and seeking talented, humble individuals who share our values to join us in disrupting the home security industry.

Position Overview

The Corporate IT Team at SimpliSafe empowers every team member to perform at their best. As part of the Information Technology and Global Supply (CIOGS) organization, we ensure SimpliSafers feel supported, connected, and confident in their technology.

We are looking for an IT Engineer I to join our IT User Solutions Team (UST) in Richmond, Virginia. This role reports to the IT Senior Manager.

Responsibilities

• Serve as the primary point of contact for technical issues, with a focus on supporting the in-person offices in Richmond.
• Collaborate with the UST, other IT groups, and cross-functional departments to provide colleagues with the necessary tools and support.
• Offer hands-on assistance in the Richmond offices, resolving hardware and software issues to ensure a smooth and reliable user experience.
• Act as a primary IT support resource for the Richmond offices, while also providing timely remote assistance to end users in Boston and the UK.
• Deliver exceptional customer service by triaging IT tickets, troubleshooting issues, and promptly resolving technical challenges for employees and contractors.
• Partner with key stakeholders and teams (including Infrastructure and InfoSec) to streamline technical processes and maintain a secure, reliable environment.
• Handle a variety of hands-on tasks, such as cable management and hardware setup, to ensure employees have the tools they need to succeed.

Work Schedule

This position requires working a specific shift: Wednesday - Monday, 11:00 PM - 8:00 AM (includes a one-hour lunch break).

Location

You will spend most of your time on-site at our two Richmond locations. Occasional flexibility for remote work may be available when business demands allow, but in-person presence is crucial for seamless team support.

Requirements

• 1–2 years of IT experience with a strong desire to learn and grow.
• Solid skills in Mac and Windows, with the ability to troubleshoot common issues using multiple approaches.
• Familiarity with SaaS administration (e.g., Google Workspace) and experience with Chrome enterprise environments.
• Excellent analytical and troubleshooting abilities.
• Strong written and verbal communication skills.
• Adaptability to handle changing priorities and respond effectively to new requests.
• A collaborative and approachable attitude.
• Willingness to assist with various tasks, from running cables to contributing to larger technical projects.
• Eagerness to learn new technologies and expand your skill set.
• Ability to work primarily on-site in Richmond, Virginia.

Preferred Qualifications

• Experience with macOS and Windows endpoint management, including MDM tools (Jamf, Intune, JumpCloud).
• Familiarity with workforce identity tools (Okta, Lumos).
• Proficiency with Google Workspace.

Employment Type:

• [Employment Type not specified]

Salary:

• [Salary not specified]

Location Type:

• On-site (Richmond, VA) with occasional remote flexibility.