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:
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Workstation operating system issues of any kind.
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Printer issues of any kind.
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Standard business application (Office, etc.) issues of any kind.
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Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.
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Basic server issues.
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Basic networking issues.
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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
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Willing to work full-time on-site, either at the company office or client locations as required.
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Experience with Windows and Mac OS troubleshooting.
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Minimum two years in Helpdesk support or a similar role.
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Skilled in application troubleshooting, PC deployments/imaging, and user profile management.
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Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.
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Proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
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Experience with Managed Service Providers (MSPs) is highly desirable.
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Active IT Certifications are preferred.
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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 $22.62/hour up to $27.26/hour and vary by experience and location.
Benefits
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Medical Insurance Plan
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Dental & Vision
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Life Insurance
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Disability Coverage
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Paid Time Off (starts at 15 days per year)
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Maternity/Paternity Leave
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Paid US Holiday
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Retirement Plan
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Salary Advancement/Loan
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Health & Wellness Program
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Company-paid training and certification
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Supplemental Life Insurance (Employee-paid)
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Supplemental Health Plans (Employee-paid)
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