Information Technology Support Technician

HOLA Northern Illinois; Mount Vision (NY); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Paid time off

Retirement plan

Vision insurance

Job summary

StratusComm seeks an Information Technology Support Technician to deliver advanced technical support both remotely and on‑site to clients. You will autonomously diagnose, troubleshoot, and resolve complex issues across desktop, network, and server infrastructure to ensure minimal downtime.

The role involves hands‑on work, field visits within Cary, IL, and close collaboration with senior technicians and vendors. A strong foundation in Windows 11, Microsoft 365, and network protocols is essential.

Qualifications

• 2–4 years of hands‑on information technology experience in an MSP or fast‑paced corporate IT environment.
• Windows Client operating systems (Windows 11) deployment/configuration/troubleshooting.
• Familiarity with macOS environments and desktop/laptop hardware.
• Deep knowledge of TCP/IP, DNS, DHCP, VPN, and firewall rules.
• Experience with managed switches, VLANs, routing, and wireless networks.
• Hands‑on experience administering Microsoft 365 and Google (Email, Drive), user management, and licensing.
• Participation in IT infrastructure projects such as migrations, server decommissioning, and related work.
• Knowledge of security stack: email security, antivirus, EDR, DNS filtering, and best practices.

Responsibilities

• Queue Management & Support: Troubleshoot and resolve complex hardware, software, and OS issues; escalate as needed.
• On-Site Field Visits: Conduct on-site visits within the geographic region for hands‑on intervention.
• End‑to‑End Ticket Ownership: Triage and own incidents from triage to resolution and closure.
• Client Communication: Provide clear, professional updates to contacts and end-users.
• Physical Network Infrastructure: Install and maintain cabling, AP deployment, and basic rack organization.
• Deployment & SOPs: Define and implement standard installation/config procedures for client hardware and software.
• Knowledge Management: Create and maintain troubleshooting guides, diagrams, and SOPs.
• Collaborative Escalations & Projects: Partner with clients, senior techs and vendors on IT projects.
• Technical Mentorship: Provide guidance and assistance to teammates for escalated issues.
• Client Account Representation: Act as primary technical contact for StratusComm client accounts.
• Time recording: Record time, work performed, and documentation in the ticketing system.

Skills

IT experience

Windows 11

macOS familiarity

Core Networking Protocols

M365 administration

Google Workspace

IT infrastructure projects

Security stack knowledge

Education

Associate’s or Bachelor’s degree in IT/CS

Tools

Microsoft 365

Exchange Online

SharePoint/OneDrive

Google Workspace

Job description

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.

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

• 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)
• CCNA (Cisco Certified Network Associate) or equivalent vendor certifications (e.g., Sophos, Fortinet, Ubiquiti)
• ITIL Foundation certification (or basic understanding of IT service management frameworks)

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