Information Technology Support Technician

Position: Information Technology Support Technician

Reports to: Senior IT Support Lead

Location: Cary, IL

Type of Work: Full-time (In-person)

**APPLICANTS MUST BE CURRENTLY LOCATED WITHIN A REASONABLE COMMUTING DISTANCE OF CARY, IL, AND BE AUTHORIZED TO WORK IN THE U.S. WITHOUT REQUIRING A CURRENT OR FUTURE VISA SPONSORSHIP**

Position Summary: In this role, the Support Technician will deliver advanced, highly effective technical support—both remotely and on-site—to all StratusComm clients. As a key escalation point, you will autonomously diagnose, troubleshoot, and resolve complex issues across a diverse range of client technologies. This includes managing and maintaining desktops, laptops, wireless devices, network infrastructure, physical/cloud servers, and core operating systems, ensuring minimal downtime and high-quality service delivery.

Key Responsibilities:

● Queue Management & Support: Manage and monitor incoming service queues; troubleshoot and resolve complex hardware, software, and operating system issues, acting as an escalation point for the technical team

● On-Site Field Visits: Perform scheduled and urgent on-site visits to client locations within the designated geographic region to resolve issues requiring hands-on intervention

● End-to-End Ticket Ownership: Respond to and triage service desk tickets promptly, maintaining full technical and administrative ownership of incidents from initial triage through to successful resolution and closure

● Client Communication: Maintain clear, professional, and consistent communication with main point of contacts and end-users, providing status updates on active incidents, service requests, and estimated resolution times

● Physical Network Infrastructure: Install and maintain physical network infrastructure, including low-voltage cabling, termination, wireless access point deployment, and basic network rack organization

● Deployment & Standard Operating Procedures: Define, propose, and implement standardized installation and configuration procedures for client hardware, software, and peripherals in alignment with company guidelines

● Knowledge Management: Author, update, and maintain detailed troubleshooting guides, network diagrams, and standard operating procedures (SOPs) within the internal knowledge base and service catalog

● Collaborative Escalations & Projects: Partner closely with clients, senior technicians and third-party vendors to troubleshoot complex network issues and collaborate on IT infrastructure projects

● Technical Mentorship: Provide technical guidance, feedback, and peer-to-peer assistance to technical team to help foster team growth and resolve escalated issues

● Client Account Representation: Serve as a primary technical point of contact and trusted IT representative for designated StratusComm client accounts, ensuring high satisfaction and aligned technology goals

● Time recording: accurately record time, work performed, and technical documentation for all service activities within the ticketing system

Key Requirements & Qualifications:

● Professional Experience: 2–4 years of hands-on information technology experience in an MSP (Managed Service Provider) or fast-paced corporate IT environment

● Operating Systems: Advanced proficiency in deploying, configuring, and troubleshooting Windows Client operating systems (Windows /11) and familiarity with macOS environments

● Endpoint & Hardware Management: Deep working knowledge of desktop, laptop, and thin client hardware, network printers/copiers, and related peripheral troubleshooting (such as phones, cameras, etc.)

● Core Networking Protocols: Solid understanding of core networking protocols, including TCP/IP subnetting, DNS, DHCP, VPN configurations, and firewall security rules

● Network Infrastructure & Switching: Practical experience configuring and troubleshooting managed switches, VLANs, routing, and wireless networks

● Cloud & Collaboration Suites: Hands-on experience administering Microsoft 365 (including Exchange Online, Teams, and SharePoint/OneDrive) and Google (Email, Google Drive), user management, and licensing

● Projects & Infrastructure: Experience in participating in IT infrastructure projects such as M365 migrations, cloud migrations, server decommissioning, office relations, etc.

● Software & Security: Knowledge of security stack such as email security, antivirus, end point detection, DNS filtering, and security best practices.

Education & Certifications

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred—but equivalent hands-on professsional experience is fully accepted

Core Certifications (Highly Desired)

o CompTIA Network+ or Security+ (or equivalent demonstrable knowledge)

o Microsoft Certified: Endpoint Administrator Associate (formerly Modern Desktop) or Microsoft 365 Certified

o Advanced/Network Certifications (A Plus)

o CCNA (Cisco Certified Network Associate) or equivalent vendor certifications (e.g., Sophos, Fortinet, Ubiquiti)

o ITIL Foundation certification (or basic understanding of IT service management frameworks)