Tier 1 Technical Support
Clear Guidance Partners is a managed IT services provider founded in 2019 and based in Austin, TX. Preference will be given to candidates in the Houston area as we grow our newly-opened location there. All work is remote with the option to come into the physical office if desired.
CGP is an equal opportunity employer that is committed to diversity, equity, and inclusion. Our Houston location is woman-led and we pride ourselves in our top-tier workforce that is diverse in gender, sexuality, race, age, and veteran status.
Description
Seeking an IT professional who prioritizes client satisfaction, is familiar with best-practice documentation methods, and who enjoys helping their teammates wherever needed in a collaborative startup environment. The ideal candidate has a background in desktop, application, networking, and user troubleshooting, and is also familiar with Office 365, basic server administration, Active Directory, and Group Policies.
Roles and Responsibilities
Frontline user support for our helpdesk, workingas a team of 4 that supports a small set of clients. You will work new and existing tickets via both phone and email. We have strict rules about clients respecting you and your team, but you will also be working with users in moments of stress, and must be a clear, confident communicator.
Our clients use Microsoft-centric environments. You have experience in basic Server and network administration, especially setting up new users and workstations . You can accurately work off of and update checklists to ensure that steps are not missed.
Identify and act on opportunities to secure clients, reduce recurring issues, and automate where possible
Assist our consultants in research, technology architecture, revising business processes, etc. You may also be invited to meetings with client executives and boards for consulting projects you are heavily involved with.
Update tickets with your notes and time entries and regularly update documentation, including writing new standard operating procedures (SOPs):
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.
Key Skills Requirements
1-2 years experience using IT-related ticketing systems
1-2 years experience supporting Windows infrastructure
1-2 years Office 365 administration
1-2 years experience in networking
Position Information
Full-time hourly position
Fully remote, but occasionally a client site visit may be requested
Wages starting at $19/hr plus 1.5x overtime pay after 40 hours/wk. $2/hr raise is given upon 90 days of employment, with the opportunity to earn another $2/hr in this position via IT certifications.
Structured career advancement and raises via IT certifications. You decide how much and how quickly you want to move up.
Hours of Operation:
Our office is open from 8am to 6pm Monday thru Friday, and we operate on two shifts: 8am-5pm and 9am-6pm. However, in keeping with the nature of this industry this job does not always have strictly set hours. Emergencies and after-hours work such as on-call duties will sometimes occur. In exchange we offer flexibility – coming in late, taking time off when things are slow, and leaving early. For this role, you will average less than 45 hours per week. When you log off for the day we expect that you will completely disconnect from your job-related duties until the next workday begins.