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 current or future visa sponsorship

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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:

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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

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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

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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

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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

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Physical Network Infrastructure:

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

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Deployment & Standard Operating Procedures:

Define, propose, and implement standardized installation and configuration procedures for client hardware, software, and peripherals in alignment with company guidelines

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Knowledge Management:

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

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Collaborative Escalations & Projects:

Partner closely with clients, senior technicians and third-party vendors to troubleshoot complex network issues and collaborate on IT infrastructure projects

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Technical Mentorship:

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

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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:

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Professional Experience:

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

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Operating Systems:

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

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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.)

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Core Networking Protocols:

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

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Network Infrastructure & Switching:

Practical experience configuring and troubleshooting managed switches, VLANs, routing, and wireless networks

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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

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Projects & Infrastructure:

Experience in participating in IT infrastructure projects such as M365 migrations, cloud migrations, server decommissioning, office relations, etc.

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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)

Pay:

$58,000.00 - $72,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Retirement plan Vision insurance 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