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Intelligent Technical Solutions

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IT Technician II Onsite (Dallas, TX)

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)
  • Supplemental Health Plans (Employee-paid)




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What this application asks

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First Name, Last Name, Email, Phone, Resume/CV, Location

  • When is the best time to call? Include day/s and time (ex. Mon. 8 am-3 pm)
  • Are you currently living in Dallas, TX? If not, kindly provide city and state (e.g. Dallas, TX)
  • Do you have a valid driver's license, a vehicle insurance, and a vehicle to use within TX?
  • Are you currently authorized to work in the U.S. without requiring visa sponsorship or additional work authorization? choose one
  • Please provide your salary expectations. Don't say negotiable, please enter a $ range (per hour).
  • Do you have experience working with ticketing systems? If yes, which tools or platforms have you used, and what was your primary role in managing tickets? written answer
  • How many years of hands-on experience do you have with RMM (Remote Monitoring and Management) tools such as NinjaOne, ConnectWise Automate, Datto RMM, Kaseya, or similar platforms in a professional IT support or MSP environment?
  • Have you used Office 365 in the past?
  • How many years of experience do you have utilizing Active Directory?
  • What tech certifications do you have under your belt? written answer
  • Have you worked FOR an MSP? If so, please tell us how many years and what your experience was like.
  • I would like to receive updates from a recruiter about this job via SMS. choose one
  • Where did you hear about this job opening?

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