IT Technician II

Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician II. 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.

• 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 server issues.
  • Basic networking issues.
  • 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.
• Minimum two years in Helpdesk support or a similar role.
• Skilled in application troubleshooting, PC deployments/imaging, and user profile management.
• Basic knowledge of firewalls, switches, network architecture, and troubleshooting.
• 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:
  • A working computer with minimum of 8 GB RAM, i5 Windows 10 or macOS Big Sur.
  • Stable internet connection with at least 5 Mbps download and upload.
  • A quality headset with noise cancellation feature for meetings.
  • A mobile phone that can 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 – 8:00 AM to 5:00 PM, Pacific Standard Time (PST) from Monday to Friday.
• Able to pass our online behavior and cognitive assessments.
• Preferably have 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 rate starts at $6.89 per hour and varies 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