Full Job Description 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:

CSAT:

Scores filled out by clients using the rating system in tickets.

Quality Score:

Assessments performed by the training and quality team.

Utilization :

Hours entered into tickets in the ticketing system. Hours /

Ticket:

Average number of hours entered per service ticket.

First-touch closed:

Tickets completed with one time entry.

Compensation:

Pay rates start at $22.61/hour up to $28.25/hour and 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). 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Senior IT Technician (Onsite - Dallas)