Onsite Helpdesk Technician II

Seeking an experienced IT professional who prioritizes client satisfaction, is familiar with best-practice documentation methods, and who enjoys helping their teammates wherever needed in a collaborative environment. The ideal candidate has a strong background in server administration, Active Directory, Group Policies, and networking. This is a client facing position with work on site; candidates who demonstrate a high degree of professionalism and attention to detail will be prioritized.

Who are 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.

Clear Guidance Partners (CGP) is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, CGP complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, promotion, termination, layoff, leaves of absence, compensation, and training. CGP expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status.

Responsibilities

• Primary onsite technician for our 20 Austin-based clients. We average 2-3 site visits per week, with some weeks being heavier or lighter than others
• When not onsite, you will work alongside the Tier 1 team members, take initial tickets, and answer inbound phone calls when available
• Work helpdesk tickets for 1 hour 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 area. This is a hybrid remote position; you will need to be onsite at one of our clients for the full working day every Thursday, and we ask for 1-2 days per week in our office depending on onsite workload that week.
• This position requires a high degree of professionalism, communication skills, and attention to small details to ensure that our clients feel heard and taken care of. We are looking for someone very friendly who knows how to present themselves and who prioritizes client satisfaction.

Our company culture:

We are a tight-knit group of people who greatly value interpersonal communication despite largely working remotely. We help maintain this personal approach with things like twice-yearly company wide parties at various fun locations, an inter-employee cash rewards system that allows teammates to give kudos to each other for exemplifying our core values, and weekly one-on-ones with leaders to ensure that employees feel heard and supported. We understand that company culture sometimes starts to fade as companies scale, so we are fully committed to maintaining the camaraderie and interpersonal trust that we have enjoyed since we started up in 2019.

Compensation package:

• Compensation starting at $24/hr dependent upon experience
• Bonus opportunities based on performance
• Gas mileage and toll fee reimbursement for onsite visits

Experience:

• IT support: 2 years
• 2 years experience in any customer-facing role

Benefits:

• 100% employer paid individual health, vision, and dental insurance
• 100% employer funded Health savings account (HSA)
• 3 weeks starting paid time off 12 company holidays
• 401k savings plan

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Austin, TX 78759

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Austin, TX 78759