IT Technician II Remote

Intelligent Technical Solutions; United States; Remote; USD 9,600 - 12,000; Full time

Benefits offered by this job

Comprehensive Health Plans / HMO (Emp.

Life Insurance

Flexible Benefit Reimbursement (Dental

Paid Time Off (15 days/yr)

Maternity/Paternity Leave

Paid US Holiday

Night Shift Bonus

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certif.

Job summary

Intelligent Technical Solutions is seeking a Technician II to provide remote IT support and hands-on troubleshooting for clients. You will handle OS issues, printer problems, and line-of-business software along with basic M365 administration, AD and security tasks, while contributing to high customer satisfaction.

The role requires strong English communication, full-time availability, and the ability to work in a fast-paced MSP environment, with on-call coverage for after-hours and weekends.

Qualifications

• Two years in Helpdesk support or a similar role.
• Experience with Windows and Mac OS troubleshooting.
• Proficient in supporting M365, Office Applications, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
• Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.
• Experience with Microsoft Entra Admin Center.
• Active IT Certifications are preferred.

Responsibilities

• Resolve workstation OS issues and printer issues.
• Provide remote IT support and on-call rotation for after-hours and weekend coverage.
• Support line-of-business applications (e.g., SAGE ERP, QuickBooks) and vendor-assisted issues.
• Handle basic M365 Administration and endpoint cybersecurity tasks.
• Assist with backups, AD, and general IT operations.

Skills

Windows troubleshooting

Mac OS troubleshooting

Helpdesk support

Application troubleshooting

PC deployments/imaging

User profile management

Network troubleshooting

Active Directory

Microsoft 365

Office applications

MSP experience

IT certifications

Tools

Microsoft Entra Admin Center

MSP tools

Office 365

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 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 support.
• Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.
• Basic M365 Administration
• 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

• 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.
• Basic experience with Microsoft Entra Admin Center.
• Proficient in supporting M365, Office Applications, 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.

Job KPI’s

• 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
• Quality Score: Assessments performed by the training and quality team.
• First‑touch closed: Each ticket that is completed with only one time entry contributes to this number

Job Requirements

• A home office set up that meets the following:

  • Computer: A working computer with a minimum of 8GB RAM and one of the following:

    • Windows 11 with an Intel i5 or i7 (8th generation or newer), or
    • AMD Ryzen 5 or 7 (2000 series or newer), or
    • macOS 12 or newer.

  • Internet: Stable internet connection with at least 25 Mbps download and upload speeds.

  • Audio Equipment: A quality headset with a noise‑cancellation feature for meetings.

  • Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.

  • Webcam: An HD webcam for video calls.

  • 2nd Monitor

  • UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)

  • A very strong cultural fit the ITS way (Our core values will be discussed during the interview)

• Excellent command of the English language both spoken and written

• Able to work full time for 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday)

• Able to pass our online behavior and cognitive assessments.

• Preferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.

• Able to provide NBI Clearance (for PH applicants).

Compensation

Pay rates start at $7.03/hour and vary by experience and location.

Benefits

• Comprehensive Health Plans / HMO (Employee & Dependent/s)
• Life Insurance
• Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
• Paid Time Off (starts at 15 days per year)
• Maternity/Paternity Leave
• Paid US Holiday
• Night Shift Bonus
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification