IT Support Technician III

Overview

There’s never been a better time to join Stratus! As the market leader in brand implementation and maintenance, we transform how national brands connect with their customers. From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs. From our locations across the country, to our corporate headquarters in Mentor, Ohio, every employee is a stakeholder in Stratus’ success.

This environment offers endless career opportunities for individuals with a commitment to customer service, focus on execution and bias for action.

IT Support Technician I serves as the first point of contact for end-user technical support, both onsite and remote. This role triages and resolves a wide range of help desk requests, providing both basic and advanced technical support. The position also includes managing the desktop and laptop environment—covering hardware setup, software installations, updates, and lifecycle maintenance. As needed, the specialist will assist in network troubleshooting, system maintenance, and implementation efforts under the direction of the IT Help Desk Manager.

• Lead desktop and helpdesk support efforts, ensuring desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact.
• Configure and install workstations for new users.
• Field and log help requests from users via phone, email, or ticketing system; follow standard operating procedures for issue tracking and resolution.
• Prioritize, triage, and escalate technical problems as needed.
• Perform software and hardware troubleshooting for desktops, laptops, printers, and peripherals.
• Install, configure, and update operating systems and applications.
• Maintain endpoint security, antivirus definitions, and system patches.
• Provision and decommission user accounts in Active Directory, Microsoft O365, VPN, and other systems in accordance with onboarding/offboarding processes.
• Maintain and manage IT asset inventory (e.g., laptops, desktops, mobile devices, accessories).
• Support remote users with VPN, cloud access, remote desktop, and mobile device configuration.
• Assist with mobile device setup and management, including MDM configuration.
• Provide technical support for video conferencing systems, meeting room tech, and AV equipment.
• Participate in IT projects, including hardware refreshes, software rollouts, and migrations.
• Document technical processes, known issues, and troubleshooting steps in the IT knowledge base.
• Assist with software license tracking and compliance efforts.
• Support IT security initiatives, including phishing response, MFA configuration, and security compliance enforcement.
• Train users and interpret instructions to ensure comfort with new hardware and software tools.
• Maintain a friendly presence, helpful attitude, and professional demeanor in all user interactions.
• Administer/troubleshoot VDI solutions including Citrix and Microsoft AVD with Nvidia GPU support.
• Other duties as assigned by the IT Helpdesk Manager.

• Strong knowledge of Windows operating systems and desktop applications and standard corporate hardware, including but not limited to Microsoft Office O365 Cloud Environment and Windows Desktop Environment.
• On-Prem/Entra Identity Directory;
  Remote Management tools; understanding of computer networking and Wi-Fi solutions.
• Mobile Device Hardware and OS; IT service delivery competencies, communication skills, ITIL methodology knowledge, situation management skills, broad awareness relating to IT infrastructure; ability to address downtime professionally.
• Strong interpersonal, verbal, and written communication skills; customer-focused with a helpful and professional demeanor.
• Able to manage multiple priorities effectively and remain productive during high-demand periods.
• Experience with VDI support (Citrix VDI and Microsoft AVD with Nvidia GPU technology).
• Experien…