Helpdesk Technician II 

Description: 

Seeking an experienced IT professional who prioritizes client satisfaction, is familiar with best-practice documentation methods, and enjoys helping their teammates wherever needed in a collaborative startup environment. The ideal candidate has a strong background in server administration, Active Directory, Group Policies, and networking. 

Who is Clear Guidance Partners? 

Clear Guidance Partners, founded in 2019 and based in Austin, TX, provides Managed Services and IT solutions to clients all over Texas and the United States. With our stellar reputation for top-of-the-line service, we are a high-growth company that is looking for team members who are excited to grow with us. We only hire candidates who are passionate about advancing along with the company as we expand and mature. 

Responsibilities 

  • Work alongside the Tier 1 team members, take initial tickets, primarily responsible for all inbound phone calls 

  • Work tickets for 30 minutes then escalate 

  • Learn documentation, ticket hygiene, and clear communication with clients and co-workers 

  • Frontline user support for our helpdesk, working as a team 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. 

Requirements: 

  • Must be in the Austin or Houston area. First six months you will need to be in the office 2-3 days per week on a flex schedule for training, after that the job will become office optional. 

Job Type: Full-time 

Benefits: 

  • Dental insurance 

  • Health insurance 

  • Health savings account 

  • Paid time off 

  • Vision insurance 

Compensation package: 

  • Bonus opportunities 

Schedule: 

  • 8-hour shift 

Experience: 

  • IT support: 2 years (Preferred) 

Work Location: Multiple locations 

 To apply: email careers@clear-guidance.com with your resume, and a cover letter describing why you would be a fit for this role.