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 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 support.
• Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.
• Basic M365 Administration
• 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

• 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.
• Basic experience with Microsoft Entra Admin Center.
• Proficient in supporting M365, Office Applications, 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.

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

Job Requirements

• A home office set up that meets the following:
• Computer: A working computer with a minimum of 8GB RAM and one of the following:
• Windows 11 with an Intel i5 or i7 (8th generation or newer), or
• AMD Ryzen 5 or 7 (2000 series or newer), or
• macOS 12 or newer.
• Internet: Stable internet connection with at least 25 Mbps download and upload speeds.
• Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
• Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
• Webcam: An HD webcam for video calls.
• 2nd Monitor
• UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)
• A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
• Excellent command of the English language both spoken and written
• Able to work full time for 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday)
• Able to pass our online behavior and cognitive assessments.
• Preferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.
• Able to provide NBI Clearance (for PH applicants).

Compensation

Pay rates start at $7.03/hour and vary by experience and location.

Benefits

• Comprehensive Health Plans / HMO (Employee & Dependent/s)
• Life Insurance
• Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
• Paid Time Off (starts at 15 days per year)
• Maternity/Paternity Leave
• Paid US Holiday
• Night Shift Bonus
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification

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Fraud Alert – Recruitment Scams

Intelligent Technical Solutions (ITS) has been made aware of fraudulent job postings and communications misrepresenting our company. Applicants are advised to exercise caution and apply only through official ITS channels.

• ITS does NOT request payment or financial information at any stage of the hiring process.
• Sensitive personal information (e.g., Social Security numbers) will not be requested prior to a formal offer.
• We have become aware of fake profiles on LinkedIn, Facebook, and other social media platforms impersonating our employees and falsely claiming to represent our company. Please exercise caution when interacting with these accounts.
• If you receive suspicious messages or requests, do not engage. Report them to [email protected].
• All verified job openings are posted here: https://www.itsasap.com/job-openings.