IT Technician I / II (US Remote)

Intelligent Technical Solutions; United States; Remote; Full time

Job summary

An innovative company is seeking a Technician I / II to join their team. This role is essential for delivering exceptional IT support, both onsite and remotely. You will tackle a variety of technical challenges, from troubleshooting operating systems to resolving printer issues and supporting business applications. The ideal candidate will have strong problem-solving skills and a commitment to customer service. With a focus on maintaining high standards of technical assistance, this position offers a dynamic work environment where you can grow your skills and make a real impact on client satisfaction.

Benefits

Paid US Holiday

Paid Time Off

Life and Accident Insurance

Accident and Disability Coverage

Company-paid training and certification

Retirement Security

Health & Wellness Program

Salary Advancement

Qualifications

• Experience in troubleshooting Windows and Mac OS systems.
• Prior helpdesk experience and skilled in application support.

Responsibilities

• Resolve workstation OS and printer issues with minimal assistance.
• Provide onsite and remote IT support for clients.

Skills

Troubleshooting Windows OS

Troubleshooting Mac OS

Helpdesk support experience

Application troubleshooting

PC deployments/imaging

User profile management

Office 365 support

MS Office support

Adobe support

Active Directory

Endpoint cybersecurity

Mobile devices support

Experience with MSPs

Tools

SAGE ERP

QuickBooks

Backup software

Job description

Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician I / 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 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, vehicle insurance, 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 $23 per hour and may vary by experience and location.

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

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