Job Description

Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician I / 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 networking troubleshooting related to desktop connectivity.

- Answer incoming Quick Fix calls from clients.



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.

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



Job KPI's


- 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



Compensation:

Pay rates start at $23 per hour and may 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)



 
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