IT Technician II (Onsite - Dallas)

Intelligent Technical Solutions

Dallas (TX)

Hybrid

USD 31,000 - 38,000

Full time

2 days ago

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Benefits offered by this job

Medical Insurance Plan

Dental & Vision

Life Insurance

Disability Coverage

Paid Time Off (starts at 15 days per y

Maternity/Paternity Leave

Paid US Holiday

Retirement Plan

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certificate

Supplemental Life Insurance (Employee‑

Supplemental Health Plans (Employee‑

Job summary

Intelligent Technical Solutions is hiring a Technician II to deliver both onsite and remote IT support for our clients. You will troubleshoot workstation OS, printer, and business application issues, and assist with security, imaging, and user management, while providing excellent customer service.

This full-time role requires a problem-solving mindset, willingness to travel to client sites as needed, and the ability to participate in after-hours on-call rotations.

Qualifications

Experience in Windows and Mac OS troubleshooting.
Minimum two years in Helpdesk support or similar role.
Proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.

Responsibilities

Resolve workstation OS issues and printer problems.
Troubleshoot line-of-business applications (SAGE ERP, QuickBooks) with vendor support as needed.
Handle basic server and networking issues.
Answer incoming Quick Fix calls and participate in after-hours/ weekend on-call rotations.

Skills

Windows OS

Mac OS

Helpdesk

Imaging

Active Directory

Office 365

MS Office

Adobe

Endpoint security

Networking basics

MSP experience

IT certifications

Driver's license

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

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