Information Technology Support Technician

Reports to: Senior IT Support Lead
Location: Cary, IL
Type Work: Full Time

In this role, the Support Technician will deliver advanced, highly effective technical support—both remotely and on-site to all Stratus Comm 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.

• 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 Stratus Comm and be the main point of contact for select clients as needed

• 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 Stratus Comm 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