IT Service Support Technician

The Stradiant Story

At Stradiant, we thrive on connecting technology and business for our clients. We are seeking a Service Support Technician to join our growing team.

We help small businesses manage their cyber security risk and provide them with the best technology and systems to help them grow. Our company is financially strong. We are committed to our clients, our team and to the growth of our business.

Stradiant was founded in 2007 to help small businesses in Austin, Round Rock, Cedar Park and throughout Central Texas get the most out of their business technology. Over the years we’ve helped numerous organizations relieve their technology worries so they can concentrate on growing their businesses and realizing their goals.

We are seeking a Service Support Technician because our business is growing. We have a managed service business model which means more than seventy percent of our work involves supporting clients that have long-term contracts with our company. Our business is different from the break/fix business model because we can be proactive and plan our work. While we do have emergencies from time to time, you will be able to enjoy your time off.

Service Support Technician

We are looking for a responsible Service Support Technician to help support our technical team in a timely and professional manner. Our successful candidate will be mainly responsible for monitoring, supporting, and optimizing our clients’ workstations, printers, VoIP phones and other network devices.

We are looking for someone who can solve most workstation issues independently. The ideal candidate will be the escalation point for Tier 1 issues and will work with help desk staff and end users directly to help resolve system & user experience issues. The ideal candidate will be comfortable researching issues before escalating so they bring both the issue and proposed solution for review.

In this position, you will be the main technical point of contact for many of our clients. You will have a direct impact on client’s satisfaction with our service. You will be a key player on our team. Because of this responsibility, we require excellent written and verbal communication skills. You will be required to update our PSA tickets in a timely manner. You will have access to top-notch system management and documentation tools, and we expect you to master those tools. You will also be required to work with our entire team, including executive management, administration and finance, and the complete technical team. Having prior experience working for a managed service provider using RMM and PSA software is a plus.

Responsibilities

Joining our team means committing to our values:

Be flexible and understand in a small dynamic business, we embrace change.

Treat every client and every member of our team with respect and dignity.

Resolve clients' technical issues and ensure their IT infrastructure operates smoothly.

In your client support role, you will be responsible for:

Tier 1 and Tier 2 support tickets.

Following our ticketing system and the methods we use to open support tickets, work the issue, update the ticket, and closing the ticket in a timely manner.

Logging your time per ticket per our standards.

Attending our work status and communication meetings where we review ticket status and prioritize our work by day, week, and client.

Performing technical tasks, including:

Providing first-line technical support to clients via phone, email, or ticketing system.

Diagnosing and troubleshooting hardware, software, and network-related issues in a timely and efficient manner.

Escalating complex problems to higher-level support teams, ensuring that all relevant information is documented.

Documenting and tracking client issues and resolutions using a ticketing system, ensuring accurate and up-to-date records.

Performing basic system administration tasks, such as creating user accounts, resetting passwords, and managing access permissions.

Installing, configuring, and updating software applications and operating systems on client devices.

Assisting clients with setting up and troubleshooting network connectivity, including wired and wireless connections.

Educating clients on basic IT procedures and best practices to improve their technical skills and prevent future issues.

Collaborating with team members and actively participating in knowledge-sharing activities to enhance the collective expertise of the support team.

Keeping up to date with the latest technologies and industry trends to provide effective and efficient support to clients.

Managing client data backups.

Troubleshooting and identifying issues with DNS and Group Policies, user profiles, DHCP, networking and other issues.

Solving Office 365 issues including password resets, new user creation, license assignment, software installs and other issues.

Supporting other technical assignments as required for client projects and implementations.

Performing documentation tasks, including:

Using ITGlue, MyGlue and other documentation tools to keep client information current and accurate.

Working with our supporting vendors (both software and hardware) to escalate and resolve issues.

Supporting our end user help desk team as necessary when tickets are escalated to you.

Training client team members as required (for onboarding or other situations).

Growing your skill set by participating in our company sponsored education and external certification programs.

Traveling onsite to the client as required (independent transportation is required).

Requirements

We require the following for our Service Support Technician:

High school diploma or equivalent; relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

A minimum of 2 years of recent experience in a desktop support role.

Good knowledge of desktop and laptop support.

Excellent written and verbal English communication skills.

Excellent customer service skills and a positive attitude when dealing with clients.

Possess analytical, organizational and troubleshooting/problem solving skills.

Ability to confidently and competently complete tasks with deadlines.

Ability to work under pressure in a fast-paced environment and manage multiple tasks simultaneously.

Ability to work and be available during 8 AM-5 PM shift.

Availability to work after hours and weekends (infrequent & compensated).

Strong knowledge of Microsoft Windows operating systems (Windows 10 & 11, Windows Server), Microsoft Office Suite, and common business applications.

Basic networking skills (VLANs, DHCP, DNS, TCP/IP).

Understanding of hardware components and peripherals (desktops, laptops, printers, etc.).

Understanding of domains, user profiles and how they work.

Understanding of Office 365/Azure.

Knowledge of VoIP.

Ability to relay technical information clearly and simply to non-technical people.

Key Performance Indicators

Escalations Resolved.

Customer Satisfaction Rating.

Quantity & quality of improvements / recommendations suggested.

Quality & quantity of Technical Documentation created / updated.

Job-Type: Full time

Schedule: 40 hours per week (8 AM-5 PM, M-F). There may be occasional nights/weekends based on client needs.

Work Location: Austin, Texas