IT Technician I (Remote)

Intelligent Technical Solutions; United States; Remote; USD 6,000 - 9,000; Full time

Benefits offered by this job

Life Insurance

Flexible Benefit Reimbursement

Paid Time Off

Maternity/Paternity Leave

Paid US Holiday

Night Shift Bonus

Health & Wellness Program

Company-paid training and certification

Job summary

A dynamic IT support company in the United States is seeking a Technician I to deliver top-notch remote IT assistance. The ideal candidate should possess strong troubleshooting skills for Windows and Mac OS, be proficient in various applications, and have a solid background in helpdesk support. Responsibilities include resolving technical issues and participating in an on-call rotation for after-hours support. Competitive hourly pay starts at $4.59 and ranges up to $6.89, along with various employee benefits including paid time off and training opportunities.

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, and backup software.

Responsibilities

• Resolve technical issues with minimal assistance.
• Participate in on-call rotation for after-hours support.
• Provide remote IT support to clients.
• Handle various troubleshooting tasks from systems to applications.

Skills

Windows troubleshooting

Mac OS troubleshooting

Helpdesk support

PC deployments/imaging

Application troubleshooting

Office 365 support

MS Office support

Active Directory support

Cybersecurity support

Education

CompTIA A+

CompTIA Network+

CompTIA Security+

Tools

Microsoft Authenticator

Various business applications

Job description

Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician I. 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 (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.
• 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.
• 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.

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.

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 5 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 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 $4.59/hr up to $6.89/hr and vary by experience and location.

• 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