IT Technician II (Detroit, MI)

Intelligent Technical Solutions; Troy (MI); Hybrid; USD 31,000 - 37,000; Full time

Benefits offered by this job

Medical Insurance Plan

Life Insurance

Disability Coverage

Paid Time Off (starts at 15 days per年

Maternity/Paternity Leave

Paid US Holiday

Retirement Plan

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certificate

Job summary

Intelligent Technical Solutions is seeking a Technician II to provide both onsite and remote IT support, handling system updates, troubleshooting, and hands-on problem solving to keep clients running smoothly.

The role requires at least two years in a helpdesk or similar role with strong Windows and Mac OS troubleshooting skills, and a customer-focused mindset. MSP experience and IT certifications are a plus; valid driver's license and vehicle are required for client visits.

Qualifications

• Customer service-focused technician with strong problem-solving abilities.
• Two+ years in a helpdesk or similar IT support role.
• Experience troubleshooting Windows and Mac OS, apps, and imaging.

Responsibilities

• Resolve workstation OS issues and printer problems.
• Troubleshoot business and line-of-business applications; coordinate vendor support.
• Handle basic server and networking issues; assist with on-call after-hours and weekend support.
• Assist in PC deployments/imaging and user profile management.
• Support Office 365, MS Office, Adobe, and endpoint security tools.

Skills

Customer service

Problem-solving

Detail-oriented

On-site support

Education

IT certifications preferred

Tools

Windows troubleshooting

Mac OS troubleshooting

Office 365

Active Directory

Backup software

Endpoint cybersecurity

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.
• Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.

Job Qualifications

• Willing to work full-time on-site, either at the company office or client locations as required.
• 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 KPI's

• CSAT: Scores filled out by clients using the rating system in tickets.
• Quality Score: Assessments performed by the training and quality team.Utilization: Hours entered into tickets in the ticketing system.
• Hours / Ticket: Average number of hours entered per service ticket.
• First-touch closed: Tickets completed with one time entry.

Compensation

Pay rates start at $22.30/hour up to $27.14/hour and vary by experience and location.

• Medical Insurance Plan.
• 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).