IT Technician

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.

• 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, Quick Books), 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.

• 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.

• 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

• 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).

Pay rates start at $4.59/hr up to $6.89/hr and vary by experience and location.

• 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