Information Technology Support Technician

Cary-Grove Chamber of Commerce; Cary (IL); Hybrid; USD 58,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Vision insurance

Job summary

StratusComm is seeking an IT Support Technician to deliver advanced, on-site and remote technical support for diverse client environments in Cary, IL. You will autonomously diagnose and resolve complex issues across desktops, networks, servers, and core operating systems, ensuring minimal downtime and high-quality service delivery.

The role requires 2–4 years of hands-on IT experience in an MSP or fast-paced corporate IT setting, with strong Windows client OS skills and MS 365/Google Workspace

Qualifications

• 2–4 years of hands-on IT experience in MSP or fast-paced corporate IT environment.
• Strong proficiency with Windows client OS (Windows 10/11) and familiarity with macOS environments.
• Deep knowledge of desktop, laptop, and peripheral hardware; printers and related devices.

Responsibilities

• Provide IT support to clients by monitoring support queues and troubleshooting issues.
• Perform on-site visits to client locations within a geographic area.
• Own service tickets from triage to resolution and communicate status to end-users.

Skills

Troubleshooting

On-site support

Remote support

Ticketing systems

Documentation

Communication

Time management

Education

Associate/Bachelor in IT

Tools

Windows Server & Client

Microsoft 365

Google Workspace

LAN/WAN basics

Job description

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