Join Intelligent Technical Solutions, a dynamic and growing company, as our IT Technician. 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 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- Answering inbound calls to diagnose and troubleshoot technical problems over the phone and via remote or accommodate client requests outside business hours.
- Scope of support includes Hardware or Software issues: including but not limited to workstations, OS Issues (Windows / Mac), MS Office apps, printer issues, M365, email, servers, etc.
- Directly contact third party software and/or hardware vendor or manufacturer to diagnose and troubleshoot issues involving their product.
- Handles tickets for tasks that need to be performed outside business hours.
- Proactive Maintenance tasks such as: Backups, Patching, Audits and Reports etc.
To perform the job successfully, an individual should demonstrate the following competencies:
- Problem Solving - Identify problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; resolve problems in early stages; work well in group problem solving situations.
- Troubleshooting - Anticipate problems; demonstrate critical thinking skills; communicate with customers as promised; use diagnostic tools efficiently and effectively; identify, test, and implement logical solutions; follow the company’s troubleshooting procedures.
- Communications - Express thoughts clearly in written form; articulate verbal thoughts understandably; demonstrate active listening skills; comprehend information heard; use appropriate communication methods; keep others informed.
- Conflict Resolution - Maintain calm under pressure; encourage respectful dialogue; confront difficult situations without bias; act within realistic timeframe for resolution; resolve conflicts through fair negotiation.
- Consistency - Follow through as promised; confirm people know each other's expectations; arrive to and complete meetings on time; meet with direct reports in-person or by phone regularly; change decisions rarely.
- Managing Multiple Priorities - Manage multiple commitments and/or projects; plan and utilize time efficiently; respond to changing customer needs; resolve conflicts to deliver on schedule; complete work in order of customer priorities.
- Teamwork - Contribute to a positive team effort; balance team and individual responsibilities; listen attentively and openly to others' views; give and sincerely accept feedback; help the team stay focused on key objectives; resolve team conflict before it escalates; place the team's success above own interests.
- Knowledge Advancement & Learning – Passion for learning is a must. You are expected to prepare yourself and grow within the company and invest time to learn and pass IT Certifications that ITS will sponsor.
- Business Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold organizational values.
- A home office set up that meets the following:
- A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur.
- Stable internet connection with at least 5mbps download and upload.
- Backup Internet
- A quality headset with noise cancellation feature for meetings.
- A mobile phone that has the capacity to install the Microsoft Authentication app.
- HD webcam
- 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:
- Reactive - Normal business hours from 8:00 AM to 5:00 PM PST (Monday to Friday)
- Proactive - Schedule will be finalized after the training period, with shifts outside of regular business hours.
- Able to pass our online behavior and cognitive assessments.
- Able to provide NBI Clearance (for PH applicants).
Pay rate starts at $4.59/hour 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
You have the option to speed up your application process by following the two-step approach below or directly submitting your application by completing the form (Apply for This Job). Once you've submitted the form, a member of our team will promptly get in touch with you.
Step 1. Please find a good 15-minute quiet time for this Aptitude assessment: PRE-EMPLOYMENT ASSESSMENT
Step 2. Click on this link to start your pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW
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What We Do
Intelligent Technical Solutions is your trusted business partner for all IT support and IT consultancy in Chicago, Detroit, Las Vegas, Los Angeles, Phoenix, and San Francisco. Helping your business meet its goals is our top priority – it is what sustains and drives us. We use the next-generation security technology to help you stay protected and succeed by providing all the advantages of IT service and support while eliminating the high costs of managing IT in-house. Our service programs are designed and implemented based on a thorough inquiry and understanding of your unique business processes. Our devoted team of managed IT service engineers and support specialists monitor your networks and servers 24x7 with a proactive approach to managing your technology. Intelligent Technical Solutions: Helping businesses thrive by managing their technologies. We are growing! Be part of our team of cool, professional people. Check out our openings today: https://www.itsasap.com/job-openings
