IT Technician I / II (US Remote) at ITS Logistics

<p><strong>Job Description</strong></p> <p>Join Intelligent Technical Solutions, a dynamic and growing company, as our <strong>Technician I / 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> <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> <li>Valid driver's license, vehicle insurance, and access to a vehicle for client visits</li> </ul> <p><strong>Job KPI's</strong></p> <ul> <li>First-touch closed: Each ticket that is completed with only one time entry contributes to this number</li> <li>Utilization: The percentage of time that you are on the clock and billing time to client tickets</li> <li>CSAT: Scores filled out by clients using the rating system in tickets</li> </ul> <p><strong>Compensation:</strong></p> <p>Pay rates start at <strong>$23</strong> per hour and may vary by experience and location.</p> <p><strong>Benefits:</strong></p> <ul> <li>Medical Insurance Plan</li> <li>Dental &amp; Vision</li> <li>Life Insurance&nbsp;</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>