IT Technician I (Remote)

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 25 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