IT Technician II

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

Benefits offered by this job

Life Insurance

Flexible Benefit Reimbursement

Paid Time Off

Maternity/Paternity Leave

Holiday Pay

Night Shift Bonus

Training and Certification

Job summary

Intelligent Technical Solutions is seeking a Technician II to deliver remote IT support and maintain our high service standards. You will handle OS and application issues, assist with M365/AD tasks, and participate in after-hours on-call rotations.

The role requires excellent English communication, a collaborative mindset, and prior MSP or certifications are valued. This is a full-time remote position based in the United States.

Qualifications

• Experience troubleshooting Windows and Mac OS.
• Minimum two years in Helpdesk or similar role.
• Proficient with M365, Office apps, AD, backup software, endpoint security.
• Basic knowledge of firewalls, switches, network architecture.
• Experience with MSPs is highly desirable.
• Active IT certifications preferred.

Responsibilities

• Provide remote IT support and troubleshoot issues.
• Resolve workstation OS, printer, and standard business app issues.
• Support line-of-business apps like SAGE ERP and QuickBooks.
• Perform basic M365 administration and AD tasks.
• Participate in on-call rotation and after-hours support.
• Liaise with clients to deliver high-quality service.

Skills

Windows troubleshooting

Mac OS troubleshooting

Helpdesk experience

App troubleshooting

Network troubleshooting

M365 administration

Active Directory

MSP experience

IT certifications

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 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 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