Information Technology Support Technician

Reports to : Senior IT Support Lead Location : Cary, IL Type Work : Full Time 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. Job Responsibilities Provide IT support to the clients by monitoring all support ticket queues and troubleshooting common information technology issues Physical on-site visits to clients (in a geographic area) Respond to service desk tickets promptly and provide end-user service support as needed (ownership of the ticket until closure). Coordinate and provide communication to the end-users about their incidents or service requests. Propose the installation procedures for the local client hardware and software and follow the guidelines. Document procedures and troubleshooting information in our knowledge base/service catalog. Work closely with clients and other technicians to obtain information, provide support, provide technical advice, and collaborate on issues and approaches to network issues and projects. Provide technical feedback and assistance to clients and other technicians as needed Act as a representative of IT from StratusComm and be the main point of contact for select clients as needed 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) CompTIA Network+ or Security+ (or equivalent demonstrable knowledge) Microsoft Certified: Endpoint Administrator Associate (formerly Modern Desktop) or Microsoft 365 Certified Advanced/Network Certifications (A Plus) ITIL Foundation certification (or basic understanding of IT service management frameworks) Health insurance Paid time off Vision insurance Pay $58,000.00 - $72,000.00 per year Application Question(s) Are you currently located in Illinois? Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)? Ability to Commute Cary, IL 60013 (Required) Work Location In person #J-18808-Ljbffr