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).
Compensation:
Pay rates start at $4.59/hr and vary by experience and location.
Benefits:
- Comprehensive Health Plans / HMO (Employee & Dependent/s)
- Life Insurance
- Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
- Paid Time Off (starts at 15 days per year)
- Maternity/Paternity Leave
- Paid US Holiday
- Night Shift Bonus
- Salary Advancement/Loan
- Health & Wellness Program
- Company-paid training and certification
Fraud Alert – Recruitment Scams
Intelligent Technical Solutions (ITS) has been made aware of fraudulent job postings and communications misrepresenting our company. Applicants are advised to exercise caution and apply only through official ITS channels.
- ITS does not request payment or financial information at any stage of the hiring process.
- Sensitive personal information (e.g., Social Security numbers) will not be requested prior to a formal offer.
- We have become aware of fake profiles on LinkedIn, Facebook, and other social media platforms impersonating our employees and falsely claiming to represent our company. Please exercise caution when interacting with these accounts.
- If you receive suspicious messages or requests, do not engage. Report them to careers@itsasap.com.
- All verified job openings are posted here: https://www.itsasap.com/job-openings
