Intelligent Technical Solutions

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.