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 both onsite and 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.

Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.

Job Qualifications:

• Willing to work full-time on-site, either at the company office or client locations as required.


• 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.


• Valid driver's license, vehicle insurance, and access to a vehicle for client visits.

Job KPI's:

• 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


• Quality Score: Assessments performed by the training and quality team.


• First-touch closed: Each ticket that is completed with only one time entry contributes to this number

Compensation:

Pay rate ranges from  $31.31/hr up to $35.97/hr and may vary by experience and location.

Benefits:

• Medical Insurance Plan


• Dental & Vision


• Life Insurance


• Disability Coverage


• Paid Time Off (starts at 15 days per year)


• Maternity/Paternity Leave


• Paid US Holiday


• Retirement Plan


• Salary Advancement/Loan


• Health & Wellness Program


• Company-paid training and certification


• Supplemental Life Insurance (Employee-paid)


• Supplemental Health Plans (Employee-paid)

You have the option to speed up your application process by following the two-step approach below or directly submitting your application by completing the form (Apply for This Job). Once you've submitted the form, a member of our team will promptly get in touch with you.

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

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