IT Technician I (Olympia, WA)

Job Description

Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician I. 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."

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 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 $17.37/hr up to $23.70/hr and vary by experience and location.

• Pay increase depends on the acquisition of certificates. Technicians are expected to take the company-sponsored certification at least once every six months upon hiring.


• (Example certifications: CompTIA Security+, CompTIA Network+, Microsoft MCDST, or MCP.)

Benefits: