Onsite Helpdesk Technician II
Seeking an experienced IT professional who prioritizes client satisfaction, is familiar with best-practice documentation methods, and who enjoys helping their teammates wherever needed in a collaborative environment. You would be the primary on-site technician for our 40+ Austin area clients with an estimated 2-3 on-sites per week, including one in office day Fridays. The ideal candidate has a strong background working in an MSP environment as well as in Microsoft 365, server administration, Active Directory, Group Policies, and networking. Experience working with law firms is preferred but not required.
Who are Clear Guidance Partners?
Clear Guidance Partners, founded in 2019 and based in Austin, TX, provides Managed Services and IT solutions to clients all over Texas and the United States. With our stellar reputation for top-of-the-line service, we are a high-growth company that is looking for team members who are excited to grow with us. We only hire candidates who are passionate about advancing along with the company as we expand and mature.
Clear Guidance Partners (CGP) is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, CGP complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, promotion, termination, layoff, leaves of absence, compensation, and training. CGP expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status.
Responsibilities
- Primary on-site technician for our 20+ Austin clients.
- monitor and maintain document management systems for our clients, enforcing proper file security and ensuring network protocols are in place
- proactively identify potential tech issues
- Collaborate with teams to develop and implement best practices for infrastructure management
- Handle critical incidents and escalations from Helpdesk Technicians
- If you are not strong at communication and documentation, this is not the role for you. You cannot be “too busy” or other excuses – the process comes first. We have a very collaborative environment, so if you have a big workload, others will jump in and help so you can stay on top of proper documentation.
Requirements:
- Must be in the Austin area. This is a hybrid remote position; you will need to be onsite at one of our clients for the full working day every Thursday, and we ask for 1-2 days per week in our office depending on onsite workload that week.
- This position requires a high degree of professionalism, communication skills, and attention to small details to ensure that our clients feel heard and taken care of. We are looking for someone very friendly who knows how to present themselves and who prioritizes client satisfaction.
Knowledge of and experience with the following:
- Windows 10& 11 installation, recovery, support, and maintenance
- Windows server design and implementation
- Routing and switching such as VPN, VLANs, deep traffic and packet level analysis
- VMware, Hyper-V, SAN, and LAN/WAN routing and switching
- Designing, implementing, and supporting past and current Windows server platforms: Server 2008, 2012, 2016, 2019, 2022
- Active Directory and Group Policy administration
- DNS, DHCP, TCP/IP administration
- PowerShell
- VOIP
- O365 Admin Centers including Exchange, Entra, SharePoint, Teams and Intune
Our company culture:
We are a tight-knit group of people who greatly value interpersonal communication despite largely working remotely. We help maintain this personal approach with things like twice-yearly company wide parties at various fun locations, an inter-employee cash rewards system that allows teammates to give kudos to each other for exemplifying our core values, and weekly one-on-ones with leaders to ensure that employees feel heard and supported. We understand that company culture sometimes starts to fade as companies scale, so we are fully committed to maintaining the camaraderie and interpersonal trust that we have enjoyed since we started up in 2019.
Compensation package:
- Compensation starting at $24/hr + dependent upon experience
- Bonus opportunities based on performance
- Gas mileage and toll fee reimbursement for onsite visits
Experience:
- IT support: 2 years
- 2+ years experience in any customer-facing role
Benefits:
- 100% employer paid individual health, vision, and dental insurance
- 100% employer funded Health savings account (HSA)
- 3 weeks starting paid time off + 12 company holidays
- 401k savings plan
Job Type: Full-time
Pay: $21.00 - $25.00 per hour
Work Location: Hybrid remote in Austin, TX 78759
