IT Technician I (Remote)

<p><strong>Job Description</strong></p> <p>Join Intelligent Technical Solutions, a dynamic and growing company, as our <strong>Technician I</strong>. 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.</p> <p><strong>Job Responsibilities</strong></p> <ul> <li>This role is expected to be able to resolve the following technical issues with little or no assistance:<br> <ul> <li>Workstation operating system issues of any kind.</li> <li>Printer issues of any kind.</li> <li>Standard business application (Office, etc.) issues of any kind.</li> <li>Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.</li> <li>Basic networking troubleshooting related to desktop connectivity.</li> <li>Answer incoming Quick Fix calls from clients.</li> </ul> </li> <li>Participate&nbsp;in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.</li> </ul> <p><strong>Job Qualifications</strong></p> <ul> <li>Experience with Windows and Mac OS troubleshooting.</li> <li>Prior experience in Helpdesk support or a similar role.</li> <li>Skilled in application troubleshooting, PC deployments/imaging, and user profile management.</li> <li>Proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.</li> <li>Experience with Managed Service Providers (MSPs) is highly desirable.</li> </ul> <p><strong>Job KPIs</strong></p> <ul> <li><strong>First-touch closed</strong>: Each ticket that is completed with only one-time entry contributes to this number</li> <li><strong>Utilization</strong>: The percentage of time that you are on the clock and billing time to client tickets</li> <li><strong>CSAT</strong>: Scores filled out by clients using the rating system in tickets</li> </ul> <h4><strong>Job Requirements:</strong></h4> <ul class="ul1"> <li class="li1"><span class="s1">A home office set up that meets the following:</span></li> </ul> <ul class="ul1"> <ul class="ul2"> <li class="li1"><span class="s1">Computer: A working computer with a minimum of 8GB RAM and one of the following:</span></li> <ul class="ul3"> <li class="li1"><span class="s1">Windows 11 with an Intel i5 or i7 (8th generation or newer), or</span></li> <li class="li1"><span class="s1">AMD Ryzen 5 or 7 (2000 series or newer), or</span></li> <li class="li1"><span class="s1">macOS 12 or newer.</span></li> </ul> <li class="li1"><span class="s1">Internet: Stable internet connection with at least 5 Mbps download and upload speeds.</span></li> <li class="li1"><span class="s1">Audio Equipment: A quality headset with a noise-cancellation feature for meetings.</span></li> <li class="li1"><span class="s1">Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.</span></li> <li class="li1"><span class="s1">Webcam: An HD webcam for video calls.</span></li> <li class="li1"><span class="s1">2nd Monitor&nbsp;</span></li> <li class="li1"><span class="s1">UPS (Uninterruptible Power Supply)&nbsp;if using a desktop (Not needed if using a laptop)</span></li> </ul> <li class="li1"><span class="s1">A very strong cultural fit the ITS way (Our core values will be discussed during the interview)&nbsp;</span></li> <li class="li1"><span class="s1">Excellent command of the English language both spoken and written&nbsp;</span></li> <li class="li1"><span class="s1">Able to work full time 40 hrs. a week: &nbsp;8:00 AM to 5:00 PM PST&nbsp;(Monday to Friday)</span></li> <li class="li1"><span class="s1">Able to pass our online behavior and cognitive assessments.&nbsp;</span></li> <li class="li1"><span class="s1">Preferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.</span></li> <li class="li1"><span class="s1">Able to provide NBI Clearance (for PH applicants).</span></li> </ul> <p><strong>Compensation:</strong></p> <p>Pay rates start at <strong>$4.59/hr up to $6.89/hr</strong> and vary by experience and location.</p> <p><strong>Benefits:</strong></p> <ul> <li>Comprehensive Health Plans / HMO (Employee &amp; Dependent/s)</li> <li>Life Insurance</li> <li>Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)</li> <li>Paid Time Off (starts at 15 days per year)</li> <li>Maternity/Paternity Leave</li> <li>Paid US Holiday</li> <li>Night Shift Bonus</li> <li>Salary Advancement/Loan</li> <li>Health &amp; Wellness Program</li> <li>Company-paid training and certification</li> </ul>