IT Technician Level 1 (Proactive)

ITS provides IT support to small and medium sized businesses across different industries. The technician will be trained for seven weeks then join either our Reactive Team or Proactive Team.

Reactive Team:

• Responds to tickets and/or calls of clients to help diagnose and troubleshoot technical problems over the phone and via remote during business hours (8am to 5pm PST).
• 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.

Proactive Team:

• 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.
  • HD webcam
  • A quality headset with noise cancellation feature for meetings.
  • A mobile phone that has the capacity to install the Microsoft Authentication app.
• 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 hours a week - 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.
• Able to pass our online behavior and cognitive assessments.
• Able to provide NBI Clearance (for PH applicants).

Pay rates start at $4.59/hour and vary by experience and location.

• Paid US Holiday
• Night Shift Bonus
• Paid Time Off (15 Vacation Days per year)
• Comprehensive Health Plans / HMO (Employee & Dependent/s)
• Life and Accident Insurance
• Accident and Disability Coverage
• Company-paid training and certification
• Health & Wellness Program
• Dental & Vision
• Salary Advancement

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