Technical Support / Helpdesk

The Critical Update inc•Austin, TX

4d•$18 - $22

About The Position

The Critical Update is seeking a long-term team member to provide outsourced IT support and cybersecurity services to small businesses and nonprofit organizations in the Austin metro area. The role involves varied end-user support and service calls, such as setting up computers, supporting Google Workspace and Microsoft 365, assisting with migrations, running network drops, configuring networks for office moves, and working with vendors to resolve technical issues. The position offers exposure to a wide range of technologies and clients and requires a collaborative, dependable approach to service. The posting describes part-time positions with the potential to grow into full-time opportunities. Compensation is $18 to $22 per hour based on experience and skill set. Profit sharing, a gas allowance, a company phone, a flexible schedule, and a benefits package are mentioned. Applicants must complete a questionnaire, estimated to take one to two hours, before an in-person interview is scheduled.

Requirements

At least three years of end-user support experience in a networked environment.
Excellent troubleshooting skills, including researching and documenting solutions using available resources and seeking help when needed.
Working knowledge of networking, data cabling, routing, switching, and general network troubleshooting.
Working knowledge of Windows Server versions, including server deployment, permissions troubleshooting, and maintenance.
Ability to manage Microsoft 365 environments, implement security policies, support end users, and troubleshoot issues.
Ability to manage Google Workspace environments.
Expert knowledge supporting Windows operating systems in a networked environment.
Working knowledge of macOS, including provisioning new systems and assisting clients remotely.
Expert knowledge of fighting malware and viruses.
Ability to prioritize service calls, schedule daily activities, and respond to technical assistance requests in person, by phone, and electronically.
Ability to adapt to a wide variety of clients and ask for help when needed.
Clear verbal and written communication with colleagues and customers.
Strong listening skills and ability to follow service-ticket and workflow processes.
Reliable transportation.
Ability to lift 50 pounds and crawl under a desk when needed.
Punctuality and reliability.
Willingness to commit to the opportunity long-term.

Nice To Haves

Experience working for another IT/MSP company or a small consulting firm.
Familiarity with Chromebook management.
Familiarity with Addigy.
Bilingual Spanish skills.

Responsibilities

Provide end-user support and respond to technical service requests in person, by phone, and electronically.
Set up computers and support Google Workspace and Microsoft 365, including migrations and troubleshooting.
Assist with network installation and troubleshooting, including running network drops and helping clients configure networks when moving offices.
Work with vendors’ technical support teams to resolve issues.
Manage Microsoft 365 environments, implement security policies, support end users, and troubleshoot issues.
Manage Google Workspace environments for nonprofit and education clients; support Chromebook management when applicable.
Deploy and maintain Windows servers and troubleshoot server permissions.
Provision new Mac systems and assist clients remotely.
Troubleshoot malware and viruses.
Prioritize service calls and use good judgment when scheduling daily activities.
Keep colleagues and customers informed about incident progress, impending changes, and agreed outages.
Log help desk interactions, document solutions clearly, and help develop standard operating procedures.
Follow service-ticket and workflow processes and seek assistance when needed.
Help run network cabling in commercial buildings and office suites.