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 server issues.
- Basic networking issues.
- Answer incoming Quick Fix calls from clients.
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, vehicle insurance, and access to a vehicle for client visits.
Job KPIs:
- 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 ranges from $25.30/hour up to $30.35 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).