IT Technician II

Itsasap; Holiday (FL); Remote; USD 9,600 - 12,000; Full time

Benefits offered by this job

Life Insurance

Flexible Benefit Reimbursement

Paid Time Off (starts at 15 days per y

Maternity/Paternity Leave

Paid US Holiday

Night Shift Bonus

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certificate

Job summary

Intelligent Technical Solutions is seeking a Technician II to provide remote IT support, handling system updates and hands-on troubleshooting while upholding our high service standards.

This role includes after-hours on-call shifts, working from a home office, and collaborating with clients across the US. A strong customer-service mindset and IT foundation are essential.

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.

Responsibilities

• Resolve workstation OS issues and printer issues with minimal assistance.
• Handle standard business application support.
• Support line-of-business apps (SAGE ERP, QuickBooks) and niche apps with vendor assistance.
• Provide basic M365 administration and server/network troubleshooting.
• Answer incoming Quick Fix calls from clients.
• Participate in on-call rotation for after-hours and weekend support.

Skills

Helpdesk experience

Windows troubleshooting

Mac OS troubleshooting

M365 administration

Active Directory

Education

CompTIA A+

CompTIA Network+

CompTIA Security+

3cx Basic Certified Engineer

Tools

SAGE ERP

QuickBooks

Microsoft Entra Admin Center

MSP experience

Backup software

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.

• 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