Help Desk Technician I

Who is 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.

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.

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

Roles and Responsibilities

• Primary onsite technician for our 20 Austin-based clients. With 1 weekly on-site visit Fridays. We average 2-3 site visits per week, with some weeks being heavier or lighter than others. Visits to our office as requested.
• Frontline user support for our helpdesk, working in a team that supports a small set of clients (mostly law firms). You will work new and existing tickets via 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 and update checklists to ensure that steps are not missed.
• Identify and act on opportunities to secure clients’ network and infrastructure, 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.

Key Skills Requirements

• 1 year experience using IT ticketing systems
• 1 year experience supporting Windows infrastructure
• 1 year experience with Office 365 administration
• 1 year experience in networking

Position Information

• Full-time hourly position
• Hybrid position, client onsite visits required
• Wages starting at $19/hr plus 1.5x overtime pay after 40 hours/wk. $1/hr raise is given upon 90 days of employment, with the opportunity to earn another $2/hr in this position via IT certifications.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Experience:

• Help desk: 1 year (Required)

Work Location: Hybrid remote in Austin, TX 78701

Salary : $19 - $22