Job description
Job Description
Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician II. We’re looking for a collaborative problem-solver with excellent customer service skills and a detail-oriented mindset. In this role, you’ll be pivotal in providing remote IT support, ensuring our clients receive top-notch technical assistance. You’ll handle a range of tasks, from system updates to hands-on troubleshooting, playing a critical role in maintaining our high standards of IT service.
Job Responsibilities
This role is expected to be able to resolve the following technical issues with little or no assistance:
- Workstation operating system issues of any kind.
- Printer issues of any kind.
- Standard business application (Office, etc.) issues of any kind.
- Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.
- Basic server issues.
- Basic networking issues.
- Answer incoming Quick Fix calls from clients.
Job Qualifications
- Experience with Windows and Mac OS troubleshooting.
- Minimum two years in Helpdesk support or a similar role.
- Skilled in application troubleshooting, PC deployments/imaging, and user profile management.
- Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.
- Proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
- Experience with Managed Service Providers (MSPs) is highly desirable.
- Active IT Certifications are preferred.
Job KPI’s
- First-touch closed: Each ticket that is completed with only one time entry contributes to this number
- Utilization: The percentage of time that you are on the clock and billing time to client tickets
- CSAT: Scores filled out by clients using the rating system in tickets
Compensation:
Pay rates start at $6.89/hr up to $13.51/hr and vary by experience and location.
Benefits:
- Comprehensive Health Plans / HMO (Employee & Dependent/s)
- Life Insurance
- Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
- Paid Time Off (starts at 15 days per year)
- Maternity/Paternity Leave
- Paid US Holiday
- Night Shift Bonus
- Salary Advancement/Loan
- Health & Wellness Program
- Company-paid training and certification
You have the option to speed up your application process by following the two-step approach below or simply Submit Application by filling out the form (Apply for This Job). Then, someone from our team will reach out to you as soon as possible :
Step 1: Please go to this link for a short technical quiz: PRE-EMPLOYMENT ASSESSMENT
Step 2: Complete this pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW
