IT Technician I (Remote)

Job description

**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