Technician II Onsite (Philadelphia, PA)

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.

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.

• 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.

• 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.

PRE-RECORDED VIDEO INTERVIEW