Team 16 Technician II (Sacramento, CA)

Job Responsibilities

• 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

• 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