Intelligent Technical Solutions
IT Technician I (International)
Job Summary
The role involves providing remote IT support, troubleshooting various hardware and software issues, and assisting clients with technical problems. Candidates should have experience with Windows and Mac OS, application troubleshooting, and support for business applications like Office 365 and QuickBooks. The position emphasizes customer service skills, technical proficiency, and a detail-oriented problem-solving approach. It offers benefits such as health coverage, paid time off, and opportunities for career advancement.
Required Skills
Benefits
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.
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:
- A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur.
- Stable internet connection with at least 5mbps download and upload.
- A quality headset with noise cancellation feature for meetings.
- A mobile phone that has the capacity to install the Microsoft Authentication app.
- HD webcam
- 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 hours a week - 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.
- Able to pass our online behavior and cognitive assessments.
- 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
Intelligent Technical Solutions
Need help with IT management? We provide IT support, cybersecurity, compliance services, and more in San Francisco, Las Vegas, Detroit, and beyond.
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