Technician I(Remote)

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 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.
Willingness to participate in an on-call rotation (working outside regular business hours) as needed to support after-hours or weekend operations both for onsite and remote.

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 start from $4.59/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