IT Technician II

Intelligent Technical Solutions; Philadelphia (Philadelphia County); Hybrid; Full time

Job summary

Join a leading company as a Technician II, offering support to ensure clients receive top-notch technical assistance. This role tasks you with troubleshooting IT issues, system updates, and customer service, contributing to high standards of IT service delivery.

Benefits

Medical Insurance Plan

Dental & Vision

Life Insurance

Disability Coverage

Paid Time Off

Maternity/Paternity Leave

Retirement Plan

Health & Wellness Program

Company-paid training

Qualifications

• Minimum two years in Helpdesk support or a similar role.
• Experience with Windows and Mac OS troubleshooting.
• Basic knowledge of Firewalls, Switches, and Network architecture.

Responsibilities

• Provide onsite and remote IT support for clients.
• Resolve operating system, printer, and application issues.
• Handle incoming Quick Fix calls from clients.

Skills

Customer Service

Problem-Solving

Troubleshooting

Application Troubleshooting

PC Deployments/Imaging

User Profile Management

Education

Active IT Certifications

Tools

Office 365

MS Office

Adobe

Active Directory

Backup Software

Cybersecurity Tools

Job description

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Job Description

Join Intelligent Technical Solutions, a dynamic and growing company, as our

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

• Willing to work in a hybrid setup - remote and onsite at the office and/or client locations as needed.
• 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/hour 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).

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Computer and Network Security

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