IT Technician Level 1.5 (San Francisco)

Job Description:

We are seeking for a problem solver, team player, with good customer service skills, and detail - oriented IT Technician to join our growing team. As an IT Technician at Intelligent Technical Solutions, you are responsible to help us support our clients providing a world class service within our SLA's using a passionate and positive approach to the job. You will be responsible in playing a key role in providing local onsite support, taking of calls, and working support tickets for our clients. You will also be updating systems, troubleshoot problems, and provide hands-on support for IT issues within our organization.

• Provide onsite support to our clients within San Francisco and nearby remote locations.
• Assist with Windows/Mac operating system support within a business environment, mobile device support, desktop support problems, Internet troubleshooting, network support, printing issues, proactive maintenance tasks, and end user software installation.
• Diagnose, document, and resolve technical issues within the employee’s level of experience and knowledge.
• Assist in Office 365 Troubleshooting and with 3rd party application support.
• Provide a superior user experience during each interaction with the client, whether communicating with them by phone, chat over their workstation, email, or face-to-face.
• Instruct users with best practices for maintaining a secure PC environment.
• Escalate issues outside the technician’s level of knowledge and experience, including most server and networking issues, as appropriate and after completing as much troubleshooting as possible.
• Monitor news sources for the latest information on computer threats.
• Use internal and external knowledge bases and resources to research issues independently, including vetting of external sources to ensure accuracy of data.
• Report to Service Manager for support related work and maintain good documentation of tasks.
• Work with your team interactively to brainstorm, share ideas, and gain knowledge to help obtain resolution for more complicated client issues.

Job Qualifications:

• Experience troubleshooting issues that arise with both Windows and Mac Operating Systems.
• Two (2) years of Helpdesk support or similar experience.
• Background in troubleshooting application issues, experience with automated PC deployments/imaging tools and user profile setups/migration.
• Familiarity with Firewall, Switch and Network architecture and troubleshooting procedures.
• Experience supporting Office 365 & MS Office 2010-2016 versions, Adobe, Active Directory, backup, Endpoint protection tools, Line of Business apps, mobile devices, and other standard business application support.
• If you have experience with Managed Service Providers (MSPs), that's a plus!
• A valid driver's license and vehicle that you can use for traveling to and from clients' offices and our offices.

• >80% utilization
• >33% First Touch Close
• >94 NPS
• >60% Next Ticket Usage

Pay rates start at $19.19/hr. and vary by experience and location.

Pay increase depends on acquisition of certificates. Technicians are expected to take the company sponsored certification at least once every six months upon hiring.(Example certifications: CompTIA Security+, CompTIA Network+, Microsoft MCDST or MCP.)

How to Apply:

Step 1. Please find a good 40-minute quiet time for this pre-employment assessment:

https://www.ondemandassessment.com/link/index/JB-WY48628HE?u=1108517

Step 2. Click on this link to start your pre-recorded video interview:

 https://app.hireflix.com/public-application/62b9d323f14aa154e0c04f43