Senior IT Technician

Job Description

Job Description

Job Description:

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.

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 support.
• Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.
• Basic M365 Administration
• Basic server issues.
• Basic networking issues.
• 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.

• Willing to work full-time on-site, either at the company office or client locations as required.
• Experience with Windows and Mac OS troubleshooting.
• Minimum two years in Helpdesk support or a similar role.
• Skilled in application troubleshooting, PC deployments/imaging, and user profile management.
• Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.
• Basic experience with Microsoft Entra Admin Center.
• Proficient in supporting M365, Office Applications, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
• Experience with Managed Service Providers (MSPs) is highly desirable.
• Active IT Certifications are preferred.
• Valid driver's license, vehicle insurance, and access to a vehicle for client visits.

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.

Pay rates start at $25.81/hour up to $33.17/hour and vary by experience and location.

• 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).