IT Technician I / II (US Remote)

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.

• →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.

• 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

• 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