Technical Support / Helpdesk

Company Description

The Critical Update has been serving the Austin community since 2003 and has grown by referral and word of mouth. Our goal is to put an end to frustrating computer problems and become a trusted technology resource to our owner operated businesses. We offer a high level of service to help clients to create more jobs and grow. 

We have earned multiple awards because we focus on delivering value and creating lasting relationships. For our SMB or non-profit clients, this means that we are always looking for services that increase profitability and help them focus on their core offerings while we handle technology behind the scenes. Our core values are integrity, service, and resourcefulness. We do what we say, we have our client's best interest at heart and we collaborate to find a solution to their problems.

Clients rely on us to manage their IT infrastructure and support their staff. We provide a wide range of services to enable clients to focus on their core business activities and create jobs for Austin families. Some of the services we provide are Managed IT solutions, onsite support (outsourced IT),  Business Continuity Plans, Managed Cybersecurity for computers, firewalls, and networks. We design, implement and manage networks and help clients with web hosting, VOIP, among other solutions...

Job Description

Do you have the desire to help small businesses and Non-Profit organizations with a wide range of technology solutions? Do you enjoy being a part of a team that makes a difference in the community? If so, then this may be an opportunity for you. We are looking for 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 start with some routine end-user support, and then respond to service calls from new clients who may need a new computer set up, help with Gsuite, or a migration to MS365. It may include running a couple of network drops, or helping someone who is moving to a new office figure out how to set up their network. For some clients, it could be working with vendor's technical support to help resolve an issue. You will be exposed to a wide range of technologies and people, which keep things interesting and challenging.

Please do not apply if you're not looking to commit long-term to this opportunity. We are a highly relational company and truly enjoy being a trusted technology resource. We want “wingmen” who we can count on and support each other when calls get crazy.

NOTE: As part of our recruiting process, we require completing a questionnaire before scheduling an interview in person. This questionnaire helps us determine what type of client is a good fit for your particular skill set and abilities. It will require an hour or two to complete.

* We have part-time positions with the potential to grow into full-time opportunities (gas allowance, company phone, and a flexible schedule ).

* Compensation range is from $18 to $22 hr based on experience and skill set. Profit sharing and gas allowance is part of the compensation package. We also have a great benefits package.

Qualifications

• Three years or more providing end user support in a networked environment. (Working for another IT/MSP company or with a small consulting firm is a plus).

• Excellent troubleshooting skills. Must be able to research and document solutions using available resources. Seek help when needed.

• Working knowledge of networking, data cabling, routing, switching and general network troubleshooting. -We have vendor training available-

• Working knowledge of Windows server versions.  Able to help deploy a new server, troubleshoot server permissions and provide server maintenance. (Not very common as of 2025)

• Able to manage MS365 environments, implement security policies, support end users and troubleshoot issues.

• Able to manage Google Workspace (non-profit and education), familiar with Chromebook management a plus.

• Expert knowledge supporting Windows OS in a networked environment.

• MAC OS working knowledge. Able to provision new systems and assist clients remotely. Familiarity with Addigy is a plus.

• Expert knowledge fighting malware and viruses.

• Able to prioritize service calls and apply good judgment when scheduling daily activities. Respond to requests for technical assistance in person, via phone, electronically.

• 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: keeping them informed of incident progress, notifying them of impending changes or agreed outages. Log all help desk interactions, document clearly and help develop SOPs.

• Great listening skills and the ability to execute service ticket and workflow processes.

• Must have reliable transportation. - We provide a car/gas allowance -

• Able to lift 50 lbs and crawl under a desk, if needed. Help run network cabling in commercial buildings and office suites.

• Bilingual in Spanish is a plus but not required.

• Punctual and reliable.

Additional Information

All your information will be kept confidential according to EEO guidelines. We encourage people of all backgrounds to apply.