Technician I

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 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.
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.
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 KPI’s:
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
NextTicket Usage: The percentage of tickets that you pick up, modify, and put time into from the NextTicket menu
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)
Note:  If you don’t have a UPS or a secondary monitor, the company is willing to cover the initial expenses for acquiring these items. The total cost will be deducted from your salary over a three-month period.
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. 
Must have at least 2 of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.
Able to provide NBI Clearance (for PH applicants).
Compensation:
Pay rate ranges from $4.59/hr up to $11.26/hr and vary by experience and location.
Benefits
Paid US Holiday
Night Shift Bonus
Paid Time Off (15 Vacation Days per year)
Comprehensive Health Plans / HMO (Employee & Dependent/s)
Life and Accident Insurance
Accident and Disability Coverage
Company-paid training and certification
Health & Wellness Program
Dental & Vision
Salary Advancement
You have the option to speed up your application process by following the two-step approach below or directly submitting your application by completing the form (Apply for This Job). Once you’ve submitted the form, a member of our team will promptly get in touch with you.
Step 1. Please find a good 15-minute quiet time for this Aptitude assessment: PRE-EMPLOYMENT ASSESSMENT
Step 2. Click on this link to start your pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW