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About the Role
We are seeking future team members with similar values (integrity, service, resourcefulness) to help us provide outsourced IT support and cybersecurity to clients in the Austin metro. A typical day may involve routine end-user support, responding to service calls, setting up new computers, assisting with Gsuite or MS365 migrations, running network drops, setting up networks, and working with vendor technical support. This role offers exposure to a wide range of technologies and people, keeping the work interesting and challenging. We are looking for individuals committed to a long-term opportunity who can be counted on and support each other.
Responsibilities
- Provide end-user support.
- Respond to service calls from new clients.
- Set up new computers.
- Assist with Gsuite.
- Assist with MS365 migrations.
- Run network drops.
- Set up networks for clients moving to new offices.
- Work with vendor technical support to resolve issues.
- Manage IT infrastructure.
- Support staff.
- Manage MS365 environments.
- Implement security policies.
- Support end users.
- Troubleshoot MS365 issues.
- Manage Google Workspace (non-profit and education).
- Provision new MAC OS systems.
- Assist MAC OS clients remotely.
- Fight malware and viruses.
- Prioritize service calls.
- Apply good judgment when scheduling daily activities.
- Respond to requests for technical assistance in person, via phone, and electronically.
- Adapt to a wide variety of clients.
- Reach for help when needed.
- Communicate clearly, verbally and in writing, with colleagues and customers.
- Keep clients informed of incident progress.
- Notify clients of impending changes or agreed outages.
- Log all help desk interactions.
- Document clearly.
- Help develop SOPs.
- Execute service ticket and workflow processes.
- Help run network cabling in commercial buildings and office suites.
Requirements
- Three years or more providing end user support in a networked environment.
- Excellent troubleshooting skills.
- Must be able to research and document solutions using available resources.
- Working knowledge of networking, data cabling, routing, switching and general network troubleshooting.
- Working knowledge of Windows server versions.
- Able to manage MS365 environments.
- Able to manage Google Workspace (non-profit and education).
- Expert knowledge supporting Windows OS in a networked environment.
- MAC OS working knowledge.
- Expert knowledge fighting malware and viruses.
- Able to prioritize service calls and apply good judgment when scheduling daily activities.
- Able to adapt to a wide variety of clients and reach for help when needed.
- Hungry to learn and be challenged.
- Clear verbal and written communication with colleagues and customers as required.
- Great listening skills and the ability to execute service ticket and workflow processes.
- Must have reliable transportation.
- Able to lift 50 lbs and crawl under a desk, if needed.
- Punctual and reliable.
Skills
- End user support
- Networked environment support
- Troubleshooting
- Research and documentation
- Networking
- Data cabling
- Routing
- Switching
- Network troubleshooting
- Windows server versions
- MS365 management
- Google Workspace management
- Windows OS support
- MAC OS support
- Malware and virus fighting
- Service call prioritization
- Scheduling
- Technical assistance
- Client adaptation
- Verbal communication
- Written communication
- Help desk logging
- Documentation
- SOP development
- Service ticket execution
- Workflow process execution
- Network cabling
- Bilingual in Spanish (plus)
Location
- Austin metro
Work Type
- Part-time
- Potential to grow into full-time
Experience Level
- Three years or more providing end user support in a networked environment
Salary/Compensations
- $18 to $22 hr
- Profit sharing
- Gas allowance
Benefits
- Gas allowance
- Company phone
- Flexible schedule
- Great benefits package
About the Company
- The Critical Update has been serving the Austin community since 2003, growing by referral and word of mouth.
- Our goal is to end frustrating computer problems and become a trusted technology resource for owner-operated businesses.
- We offer a high level of service to help clients create more jobs and grow.
- We have earned multiple awards by focusing on delivering value and creating lasting relationships.
- Our core values are integrity, service, and resourcefulness.
- We provide Managed IT solutions, onsite support (outsourced IT), Business Continuity Plans, and Managed Cybersecurity for computers, firewalls, and networks.
- We design, implement, and manage networks and assist clients with web hosting, VOIP, and other solutions.
Equal Opportunity
- All your information will be kept confidential according to EEO guidelines.
- We encourage people of all backgrounds to apply.