IT Technician I

Job Description

Join Intelligent Technical Solutions, a dynamic and growing company, as a Proactive Technician I. We’re looking for a dependable, detail-oriented problem solver with strong customer service skills and a team-first mindset.

In this role, you will be responsible for delivering remote IT support to our clients, ensuring issues are resolved efficiently and systems remain stable and secure. You will handle a mix of reactive support and proactive maintenance tasks, playing a key role in maintaining our high standards of service.

Job Responsibilities

This role is expected to perform both Reactive and Proactive work:

Reactive: Responding to Alerts or Urgent Issues

Respond to urgent tickets and incoming client calls to diagnose and resolve technical issues via phone and remote tools
Provide support across varying shifts to support 24/7 coverage
This role is expected to handle and resolve the following with minimal assistance:

Workstation operating system issues (Windows and macOS)
Printer and peripheral issues
Standard business application issues (e.g., Microsoft Office)
Common line-of-business applications (e.g., CRM Tools, VoIP, Microsoft 365), including coordination with vendors when needed
Basic networking issues related to endpoint connectivity

Proactive: Issue Prevention and Maintenance

Patch management and system updates
Disk space management and cleanup
Vulnerability remediation
Firmware updates
Alert review and remediation
System performance tuning
Execution of other routine maintenance tasks

Job Qualifications

Experience troubleshooting Windows and macOS environments
Previous experience in a Helpdesk or Technical Support role
Strong skills in application troubleshooting, PC deployment/imaging, and user profile management
Experience working with third-party vendors for issue resolution
Proficiency supporting:
Microsoft 365 / Office applications
Adobe applications
Active Directory
Backup solutions
Endpoint security tools
Mobile devices and common business applications
Experience working in a Managed Service Provider (MSP) environment is highly preferred

Job KPIs

Primary:

CSAT: Client satisfaction scores based on ticket feedback
Utilization: Time accurately logged in the ticketing system
First-Touch Resolution: Tickets resolved in a single interaction
Average Handling Time (AHT): Average time spent on Tickets ( NEWLY ADDED)
Quality Score: Internal quality assessments by the training and QA team
Job Requirements:

A home office set up that meets the following:
Computer: A working computer with a minimum of 8GB RAM and one of the following:
Windows 11 with an Intel i5 or i7 (8th generation or newer), or
AMD Ryzen 5 or 7 (2000 series or newer), or
macOS 12 or newer.
Internet: Stable internet connection with at least 5 Mbps download and upload speeds.
Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
Webcam: An HD webcam for video calls.
2nd Monitor
UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)
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 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday)
Able to pass our online behavior and cognitive assessments.
Preferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.
Able to provide NBI Clearance (for PH applicants).