IT Technician I / II (US Remote)

Job Description

Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician I / 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 networking troubleshooting related to desktop connectivity.
  
  
  • 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

• Experience with Windows and Mac OS troubleshooting.


• Prior experience in Helpdesk support or a similar role.


• Skilled in application troubleshooting, PC deployments/imaging, and user profile management.


• 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.


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

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 $23 per hour 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)