IT Technician II - Hybrid

Intelligent Technical Solutions; Philadelphia (Philadelphia County); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a dynamic company as a Technician II, pivotal in providing several technical support services both onsite and remotely. With excellent customer service skills and a detail-oriented mindset, you'll resolve various IT issues, maintaining high service standards while collaborating with clients for optimal solutions.

Benefits

Medical Insurance Plan

Dental & Vision

Life Insurance

Disability Coverage

Paid Time Off (starts at 15 days per year)

Maternity/Paternity Leave

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certification

Qualifications

• Minimum two years in Helpdesk support or a similar role.
• Experience with Windows and Mac OS troubleshooting is required.
• Skilled in application troubleshooting and user profile management.

Responsibilities

• Provides onsite and remote IT support to clients.
• Handles a range of tasks from system updates to troubleshooting.
• Answers incoming Quick Fix calls from clients.

Skills

Customer service

Problem-solving

Technical troubleshooting

Communication

Application support

Education

Active IT Certifications

Tools

Windows

Mac OS

Office 365

Adobe

Active Directory

Job description

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).