Onsite IT Technician II (Detroit, MI)

Intelligent Technical Solutions; Troy (MI); On-site; USD 31,000 - 37,000; Full time

Benefits offered by this job

Medical Insurance Plan

Dental & Vision

Life Insurance

Disability Coverage

Paid Time Off (starts at 15 days per

Maternity/Paternity Leave

Paid US Holiday

Retirement Plan

Health & Wellness Program

Company-paid training and certif.

Supplemental Life Insurance

Job summary

Intelligent Technical Solutions is seeking a Technician II to provide on-site and remote IT support, handling a range of issues from OS problems to business applications. You will troubleshoot desktops, printers, and network issues while delivering excellent customer service.

The role requires a minimum of two years in helpdesk support, familiarity with Office 365, Active Directory, and imaging deployments, with opportunities for growth in MSP environments and certifications.

Qualifications

• Experience in a Helpdesk role providing IT support to end users.
• Ability to troubleshoot Windows and Mac OS issues and complete imaging/deployments.
• Experience supporting Office 365 and Active Directory environments.
• Familiarity with MSP environments and vendor coordination.

Responsibilities

• Resolve workstation OS issues and printer problems.
• Troubleshoot standard business applications and line-of-business software.
• Assist with on-site and remote IT support for clients.
• Participate in on-call rotation for after-hours and weekend support.

Skills

Windows troubleshooting

Mac OS troubleshooting

Helpdesk support

Office 365

Active Directory

Networking basics

End point security

MSP experience

IT certifications

Tools

Sage ERP

QuickBooks

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 $22.30/hour up to $27.14/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).