IT Technician II (Detroit, MI)
About The Position
Intelligent Technical Solutions is seeking a collaborative, detail-oriented Technician II with strong customer service skills to provide onsite and remote IT support. The role involves troubleshooting and resolving a range of client technology issues, performing system updates, and maintaining high standards of IT service. The technician is expected to resolve many issues with little or no assistance and to participate in an on-call rotation for after-hours and weekend support. The position is full-time and on-site at the company office or client locations as required. Compensation starts at $22.30 per hour and goes up to $27.14 per hour, varying by experience and location. Performance is evaluated using client satisfaction scores, quality assessments, ticket utilization, average hours per ticket, and tickets closed with one time entry.
Requirements
- Minimum two years of Helpdesk support experience or experience in a similar role.
- Experience troubleshooting Windows and Mac OS.
- Skills in application troubleshooting, PC deployments and imaging, and user profile management.
- Basic knowledge of firewalls, switches, network architecture, and troubleshooting.
- Proficiency supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
- Willingness to work full-time on-site at the company office or client locations as required.
- Valid driver's license, vehicle insurance, and access to a vehicle for client visits.
Nice To Haves
- Experience with Managed Service Providers (MSPs) is highly desirable.
- Active IT certifications are preferred.
Responsibilities
- Resolve workstation operating system issues with little or no assistance.
- Resolve printer issues with little or no assistance.
- Troubleshoot standard business applications, including Microsoft Office.
- Support common line-of-business applications such as SAGE ERP and QuickBooks, and work with vendors on more niche applications.
- Resolve basic server and networking issues.
- Answer incoming Quick Fix calls from clients.
- Participate in an on-call rotation providing after-hours and weekend support for onsite and remote operations.
- Provide onsite and remote IT support, including system updates and hands-on troubleshooting.
- Support client technology needs while maintaining service standards.
- Meet performance measures involving client satisfaction, quality, ticket utilization, hours per ticket, and first-touch ticket closure.
Benefits
- Medical insurance plan
- Dental and vision coverage
- Life insurance
- Disability coverage
- Paid time off starting at 15 days per year
- Maternity and paternity leave
- Paid US holidays
- Retirement plan
- Salary advancement/loan
- Health and wellness program
- Company-paid training and certification
- Employee-paid supplemental life insurance
- Employee-paid supplemental health plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
