IT Technician I

Job Description Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician I. 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 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. • Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations. 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. Job KPIs • 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 Job Requirements: • A home office set up that meets the following: • Computer: A working computer with a minimum of 8GB RAM and one of the following: • Windows 11 with an Intel i5 or i7 (8th generation or newer), or • AMD Ryzen 5 or 7 (2000 series or newer), or • macOS 12 or newer. • Internet: Stable internet connection with at least 5 Mbps download and upload speeds. • Audio Equipment: A quality headset with a noise-cancellation feature for meetings. • Mobile Device: A smartphone capable of installing the Microsoft Authenticator app. • Webcam: An HD webcam for video calls. • 2nd Monitor • UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop) • A very strong cultural fit the ITS way (Our core values will be discussed during the interview) • Excellent command of the English language both spoken and written • Able to work full time 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday) • Able to pass our online behavior and cognitive assessments. • Preferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer. • Able to provide NBI Clearance (for PH applicants). Compensation: Pay rates start at $4.59/hr up to $6.89/hr and vary by experience and location. Benefits: • Comprehensive Health Plans / HMO (Employee Dependent/s) • Life Insurance • Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions) • Paid Time Off (starts at 15 days per year) • Maternity/Paternity Leave • Paid US Holiday • Night Shift Bonus • Salary Advancement/Loan • Health Wellness Program • Company-paid training and certification