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IT Technician II
IT Technician IIIntelligent Technical Solutions • San Francisco, California, United States
IT Technician II

IT Technician II

Intelligent Technical Solutions • San Francisco, California, United States
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Job Description :

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.

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 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.

Job Qualifications :

  • Willing to work full-time on-site, either at the company office or client locations as required.
  • 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.
  • Active IT Certifications are preferred.
  • Valid driver's license, vehicle insurance, and access to a vehicle for client visits.

    • Job KPI's :

  • 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
  • Quality Score : Assessments performed by the training and quality team.
  • First-touch closed : Each ticket that is completed with only one time entry contributes to this number.

    • Compensation : Pay rate ranges from $31.31 / hr up to $35.97 / hr and may vary by experience and location.

    Benefits :

  • Medical Insurance Plan.
  • Dental & Vision.
  • Life Insurance.
  • Disability Coverage.
  • Paid Time Off (starts at 15 days per year).
  • Maternity / Paternity Leave.
  • Paid US Holiday.
  • Retirement Plan.
  • Salary Advancement / Loan.
  • Health & Wellness Program.
  • Company-paid training and certification.
  • Supplemental Life Insurance (Employee-paid).
  • Supplemental Health Plans (Employee-paid).
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