Senior IT Technician Onsite (Sacramento, CA)

Intelligent Technical Solutions; Roseville (CA); Hybrid; USD 36,000 - 45,000; Full time

Benefits offered by this job

Medical Insurance Plan

Dental & Vision

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 certifcation

Supplemental Life Insurance

Supplemental Health Plans

Job summary

Intelligent Technical Solutions is recruiting a Technician II to provide both onsite and remote IT support, ensuring high-quality assistance for clients. You will handle OS, printer, and application issues, and support M365, Active Directory, and business apps like SAGE ERP and QuickBooks.

Ideal candidates have at least two years in a helpdesk role, strong customer service, and the ability to work full-time on-site with occasional after-hours coverage.

Qualifications

• Willing to work full-time on-site, 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 M365, Office Applications, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
• Experience with MSPs is desirable; active IT certifications are a plus.

Responsibilities

• Resolve workstation OS issues and printer issues with minimal supervision.
• Provide both onsite and remote IT support for clients.
• Handle standard business application support and line-of-business apps like SAGE ERP and QuickBooks.
• Perform M365 administration and basic server/network troubleshooting.
• Respond to Quick Fix calls and participate in on-call rotation for after-hours support.

Skills

Windows and Mac OS troubleshooting

Customer service

Helpdesk experience

PC deployments/imaging

Basic networking

Active Directory

Education

Two years in Helpdesk support or similar role

Tools

MS Entra Admin Center

Microsoft 365 / M365

Office Applications

Backup software

Endpoint cybersecurity

Mobile device management

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 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 on-site 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.
• 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.
• Valid driver's license, vehicle insurance, and access to a vehicle for client visits.

Job KPIs:

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 $25.81/hour up to $33.17/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).