IT Technician II Onsite (Seattle, WA)

Intelligent Technical Solutions; Seattle (WA); Hybrid; USD 43,000 - 51,000; Full time

Benefits offered by this job

Medical Insurance Plan

Life Insurance

Disability Coverage

Paid Time Off

Maternity/Paternity Leave

Paid US Holiday

Retirement Plan

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certif

Supplemental Life Insurance

Job summary

Intelligent Technical Solutions is seeking a Technician II to join our Seattle team. You will deliver onsite and remote IT support, troubleshoot workstation OS issues, network problems, and business applications, and contribute to high-quality service for our clients.

The role demands strong customer service, detail orientation, and the ability to work in a fast-paced environment. A valid driver's license and willingness to travel to client sites are required, with on-call rotation for

Qualifications

• Experience in resolving workstation OS issues (Windows/macOS) and general IT troubleshooting.
• Minimum two years in Helpdesk or similar role with customer focus.
• Proficient in deploying/imaging PCs and managing user profiles.
• Basic knowledge of Firewalls, switches and network architecture.
• Familiarity with MSP environments and vendor-supported solutions.
• Active IT certifications are preferred but not required.
• Valid driver's license and access to a vehicle for client visits.

Responsibilities

• Resolve workstation OS issues, printer problems and business app errors with minimal guidance.
• Provide onsite and remote IT support and participate in on-call rotation.
• Handle basic server and networking issues and assist with system updates.
• Assist with line-of-business apps (SAGE ERP, QuickBooks) and common Office tools.
• Respond to Quick Fix calls from clients and ensure high CSAT scores.

Skills

OS troubleshooting (Windows/Mac)

Helpdesk experience

Deployments/imaging

User profile management

Networking basics

MSP experience

IT certifications (preferred)

Driver's license

Tools

Office 365

MS Office

Adobe

Active Directory

Backup software

Endpoint cybersecurity

Mobile devices

Business applications

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 $31.13/hour up to $36.74/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)