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 and intermediate server issues.
• Basic and intermediate networking issues.

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.
• 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 $29.62/hr up to $33.32/hr and vary by experience and location.

• Pay increase depends on 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:

• Paid US Holiday
• Paid Time Off
• Comprehensive Health Plans
• Life and Accident Insurance
• Accident and Disability Coverage
• Company-paid training and certification
• Retirement Security
• Health & Wellness Program
• Salary Advancement

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