Technician II Onsite (Philadelphia, PA)

<p></p> <h2><strong>Job Description</strong></h2> <p>Join Intelligent Technical Solutions, a dynamic and growing company, as our <strong>Technician II</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 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.</p> <h2><strong>Job Responsibilities</strong></h2> <p>This role is expected to be able to resolve the following technical issues with little or no assistance:</p> <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 server issues.</li> <li>Basic networking issues.</li> <li>Answer incoming Quick Fix calls from clients.</li> </ul> <p>Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.</p> <h2><strong>Job Qualifications</strong></h2> <ul> <li>Willing to work full-time on-site, either at the company office or client locations as required.</li> <li>Experience with Windows and Mac OS troubleshooting.</li> <li>Minimum two years in Helpdesk support or a similar role.</li> <li>Skilled in application troubleshooting, PC deployments/imaging, and user profile management.</li> <li>Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.</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> <li>Active IT Certifications are preferred.</li> <li style="font-weight: bold;"><strong>Valid driver's license, vehicle insurance, and access to a vehicle for client visits.</strong></li> </ul> <h2><strong>Job KPI's</strong></h2> <ul> <li>CSAT: Scores filled out by clients using the rating system in tickets.</li> <li>Quality Score: Assessments performed by the training and quality team.</li> <li>Utilization: Hours entered into tickets in the ticketing system.</li> <li>Hours / Ticket: Average number of hours entered per service ticket. &nbsp;</li> <li>First-touch closed: Tickets completed with one time entry.</li> </ul> <h2><strong>Compensation</strong></h2> <p>Pay rates start at<strong> $25.30/hour up to $33.50/hour</strong> and vary by experience and location.</p> <h2><strong>Benefits</strong></h2> <ul> <li>Medical Insurance Plan</li> <li>Dental &amp; Vision</li> <li>Life Insurance</li> <li>Disability Coverage</li> <li>Paid Time Off (starts at 15 days per year)</li> <li>Maternity/Paternity Leave</li> <li>Paid US Holiday</li> <li>Retirement Plan</li> <li>Salary Advancement/Loan</li> <li>Health &amp; Wellness Program</li> <li>Company-paid training and certification</li> <li>Supplemental Life Insurance (Employee-paid)</li> <li>Supplemental Health Plans (Employee-paid)</li> </ul> <p>&nbsp;</p> <h2><strong>Skip the wait, fast-track your application and jump straight into your next big opportunity. Start your instant interview now:</strong></h2> <p><span style="text-decoration: underline;"><a class="external" href="https://app.hireflix.com/public-application/663d37ecb118977f4e9a12e9" target="_blank"><strong data-redactor-tag="strong">PRE-RECORDED VIDEO INTERVIEW</strong></a></span></p> <p></p>