IT Technician II Onsite (Dallas, TX)

Socket.dev; Dallas (TX); Hybrid; USD 31,000 - 39,000; Full time

Benefits offered by this job

Medical Insurance Plan

Dental & Vision

Life Insurance

Disability Coverage

Paid Time Off (starts at 15 days per)

Job summary

Intelligent Technical Solutions is seeking a Technician II to join our dynamic support team. This role combines on-site and remote IT service, handling system updates, troubleshooting, and customer-focused problem solving to maintain our high service standards.

You will work with Windows and Mac OS, Office 365, AD, and common business applications, participate in on-call rotations, and support clients across various industries in the Dallas area.

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.

Responsibilities

• Resolve workstation OS issues of any kind.
• Handle printer issues of any kind.
• Troubleshoot standard business applications (Office, etc.).
• Troubleshoot line-of-business apps (SAGE ERP, QuickBooks) and vendor-assisted niche apps.
• Address basic server issues.
• Address basic networking issues.
• Answer incoming Quick Fix calls from clients.
• Participate in an on-call rotation for after-hours and weekend support for onsite and remote operations.

Skills

Windows troubleshooting

Mac troubleshooting

Customer service

On-site support

MS Office 365

Active Directory

Networking basics

Tools

SAGE ERP

QuickBooks

Office 365

MS Office

Adobe

Active Directory

Backup software

Endpoint cybersecurity

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.

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 $22.61/hour up to $28.25/hour and 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)