It Technician Ii

Summary

Join Intelligent Technical Solutions as our Technician II and become a pivotal member of our team, providing both onsite and remote IT support to our clients. You will be a collaborative problem-solver with excellent customer service skills, handling a wide range of technical issues, from system updates to troubleshooting. This role requires experience in Helpdesk support, proficiency in various applications and operating systems, and a strong understanding of basic networking concepts. You will be responsible for resolving technical issues with minimal assistance and contributing to key performance indicators (KPIs) such as first-touch closure rate and client satisfaction. The position offers competitive compensation, comprehensive benefits, and opportunities for professional development.

Requirements

• Have experience with Windows and Mac OS troubleshooting
• Have a minimum of two years in Helpdesk support or a similar role
• Be skilled in application troubleshooting, PC deployments/imaging, and user profile management
• Have basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting
• Be proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications
• Have a home office set up that meets the following: A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur
• Have a stable internet connection with at least 5mbps download and upload
• Have a quality headset with noise cancellation feature for meetings
• Have a mobile phone that has the capacity to install the Microsoft Authentication app
• Have an HD webcam
• Have a 2nd Monitor
• Have a UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)
• Be a very strong cultural fit the ITS way (Our core values will be discussed during the interview)
• Have excellent command of the English language both spoken and written
• Be able to work full time 40 hours a week - 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday
• Be able to pass our online behavior and cognitive assessments
• Be able to provide NBI Clearance (for PH applicants)

Responsibilities

• Resolve workstation operating system issues of any kind with little or no assistance
• Resolve printer issues of any kind with little or no assistance
• Resolve standard business application (Office, etc.) issues of any kind with little or no assistance
• Resolve line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance
• Resolve basic server issues with little or no assistance
• Resolve basic networking issues with little or no assistance
• Answer incoming Quick Fix calls from clients

Preferred Qualifications

Have experience with Managed Service Providers (MSPs)

Benefits

• Paid US Holiday
• Night Shift Bonus
• Paid Time off (15 Vacation Days per year)
• Comprehensive Health Plans / HMO (Employee & Dependent/s)
• Life Insurance
• Accident and Disability Coverage
• Company-paid training and certification
• Dental & Vision
• Health & Wellness Program
• Salary Advancement