Technician II

Summary

Join Intelligent Technical Solutions as our Technician II and become a pivotal member of our team. We are seeking a collaborative problem-solver with strong customer service skills and attention to detail to provide both on-site and remote IT support. You will play a critical role in ensuring our clients receive top-notch technical assistance by handling a wide range of tasks, from system updates to troubleshooting. This position requires experience in Helpdesk support and proficiency in various applications and technologies. Success in this role will be measured by key performance indicators such as first-touch closed tickets, utilization, and client satisfaction (CSAT).

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

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)
• Have Active IT Certifications