About the role
Job Description
Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician I. 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 (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 networking troubleshooting related to desktop connectivity.
- 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.
- Prior experience in Helpdesk support or a similar role.
- Skilled in application troubleshooting, PC deployments/imaging, and user profile management.
- 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.
Job KPIs
- First-touch closed: Each ticket that is completed with only one-time entry contributes to this number
- 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
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 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 $4.59/hr up to $6.89/hr 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